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Call Center Benefits Specialist in Winter Park, FL at Sears Home Services

Date Posted: 2/4/2019

Job Snapshot

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  • Date Posted:
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Job Description

Req/Job ID: 967205BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Call Center

Supports Service Contract customers calling in for services/assistance with their protection.
The Protection Agreement Advisor 3 is responsible for providing assistance to customers who contact SHC with questions regarding the benefits or fulfillment of an SHC Protection Agreement product and also acts as a liaison between customers and SHC to include all business partners to respond to inquiries, complaints, problems or compliments.

Job Requirements

Job Duties/Responsibilities:
• Responds to and follows up to inbound customer calls, written correspondence or e-mails received by SHC in reference to SHC product protection plans
• Analyzes the customer's concern/inquiry to determine and execute effective and satisfactory resolution per the agreement terms and conditions
• Escalates customer issue as needed based on established guidelines
• Responds to escalated concerns/inquiries received by senior/executive management to negotiate a satisfactory resolution for SHC and the customer
• Initiates follow up communication with customer to ensure complete resolution
• Utilizes multiple applications ats enabling access to customer information and enter updates
• Maintains a high level of business/product knowledge via onsite and online training
• Initiates referrals to upper management to expedite resolution of customer concerns/inquiries
• Adheres to all SHC policies, procedures, Code of Conduct and ethical guidelines
• Performs other duties as assigned Education Experience: HS Graduate or Equivalent Years of Related Experience: < 1 Year

#HomeServices, #CallCenter