Lead, Customer Service III in Augusta, GA at Sears Home Services

Date Posted: 8/16/2019

Job Snapshot

  • Employee Type:
  • Location:
    Augusta, GA
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 979113BR
Employing Entity: Transform SR LLC
Employment Category: Regular, Full-time
Job Function: Administrative/Clerical/Office Support
Store ID: 04931: Sears Contract Sales - Natl Op

The Customer Service Lead III is responsible for coordinating the work processes of the team's associates. This position is the key
contact for the team, and manages the prioritization process for measurements, work requests, and associate scheduling. This
position assists in the coaching and training of associates related to the execution of the team's processes and customer service
issues. Additionally, this position handles escalated customer service issues, reconciling customer's invoicing and credit issues.

Job Requirements

  • Provides daily one-on-one coaching for associates on customer service issues related to the team's processes and procedures, system navigational issues, and policy and procedure adherence
  • Identifies training issues and assists with training as identified through daily interaction by both themselves and management
  • Ensures associate adherence to process steps
  • Serves as a point of contact for escalated issues
  • Assists associates with resolving customer invoicing and credit issues
  • Oversees measurement data input, and provides associates with measurement feedback
  • Maintains team's queries and reports, and ensures reports are worked timely and accurately by team associates
  • Coordinates associate scheduling, and manages the workflow of the clerical associates
  • Utilizes all available training skills and knowledge to motivate team to success
  • Ensures order processing occurs in a timely manner in order to meet customer's requested delivery
  • Provides an excellent example to others in terms of responsibility and professionalism
  • Deals courteously and professionally with customers and Account Managers, Appliance Select Consultants, and fellow associates
  • Utilizes appropriate empowerment and acquired skills to minimize expense
  • Performs other duties as assigned

Job Requirements:
  • Associates Degree
  • 1-2 years of related experience
  • 18 years of age or older

Required Skills:
  • Prior position that lead others through processes and held associates accountable, e.g. team lead, supervisor, senior representative
  • Ability to recognize the need for process changes, and to recommend and document the necessary changes
  • Knowledge of, and past experience in credit or collections
  • Ability to work the Center's hours of operation with flexibility (Current hours are 7:30 a.m. to 8:30 p.m. M-F and 9 a.m. to 1 p.m. Saturday; Leads are scheduled to work to closing on various days and may need to work rotating schedules)
  • Ability to consistently maintain a positive attitude and provide exceptional customer service
  • Ability to quickly learn and grasp various order management systems
  • Proficient skill and knowledge using Microsoft applications, i.e. Excel, Word, PowerPoint
  • Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers, and customers
  • Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
  • Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary
  • Ability to demonstrate self control by maintaining composure and keeping emotions in check even in difficult situations
  • All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC s compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)



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