Credit Concession Administrator in Lake Mary, FL at Sears Home Services

Date Posted: 6/29/2018

Job Snapshot

  • Employee Type:
  • Location:
    Lake Mary, FL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 939862BR
Employing Entity: Sears Home Improvement Products, Inc.
Employment Category: Regular, Full-time
Job Function: Call Center
Store ID: 24626: Lake Mary Call Center-Corp

The Concession Administrator handles processing all of our Concessions. A Concession is a settlement that we offer to the customer to resolve a disputed claim. Concessions are given in the form of Checks or Gift Cards to the customer, Credit to the customer’s account, or a Write off. This position is managed by the Credit Resolution Manager. SCOPE OF RESPONSIBILITY: • Assisting the customer in getting service for their needs. • Type 2 to 4 agreement letters each day. • Process 20 to 40 customer concession per day. • At time of need, responsible for being logged into the phone system’s outbound skill group at least 87% of the hours worked in a day for full time associates, and 95% of hours worked for part time associates. • Maintain a redirect call rate of no more then 1% a day when logged into the phone system and taking incoming customer calls. • Improve and maintain high and acceptable level in customer satisfaction ratings through timely communication with all involved.

Job Requirements

JOB RESPONSIBILITIES : • Monitor the Concession queue in the appointment center and are responsible for making sure this queue is up to date daily. When a concession is ready to be processed the Concessions Administrator is notified via this queue that the Concession paperwork has been scanned in. • Audit all the paperwork to make sure the settlement paperwork has been filled out correctly and has all the necessary signatures. • Responsible for composing Settlement/Agreement letters that are then sent to customers for them to sign and return so the concession can be processed. They do this by monitoring the ConcessionsQC e-mail distribution list. Prepare settlement letters that are requested via the concessions e-mail address. • Monitor and process service collection issues. Issues where the customer is responsible for the cost of the service but the fee was not collected at the time the service was completed. Attempts to contact cutomer via phone and letter. If the service fee is not collected, they will process the write off. • Work diligently with all involved parties on obtaining correct agreement letters, as well as other documentation, required to process a concession/settlement. • Ensure that documents, with appropriate signatures, are scanned into their respective jobs. • When necessary,log into the phones at the manager's discretion. • Escalation of complaints according to SOP guidelines. • Maintain high level of communication with branch and service departments to ensure concessions/settlements are being handled in timely manner. • Assist Manager as needed and perform related duties as assigned. Role specific abilities/skills • Strong verbal and written communication skills. • Customer service oriented. • Outstanding problem resolution and decision-making skills relating to customer complaints. • Strong organizational skills. • Excellent interpersonal and listening skills. • Be able to multi-task. • Proficiency in data entry with a minimum of 35 keystrokes per minute.