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Call Center Retention Specialist- Spokane Valley (Feb 2019) in Spokane Valley, WA at Sears Home Services

Date Posted: 1/7/2019

Job Snapshot

Job Description

Req/Job ID: 965155BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Call Center
Store ID: 09480: SEARS HS-SPOKANE TELEMKTG CTR

Supports Service Contract customers calling in for services/assistance with their protection agreements.
The Protection Agreement Advisor 2 is responsible for providing assistance to customers who contact SHC with questions regarding the benefits or fulfillment of an SHC Protection Agreement product or requests to cancel agreements.

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 including requests to cancel agreements
• 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 requests for cancellations and determines root cause for request and provides alternative solutions to canceling the protection agreement
• 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
• 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
9480