Lead Support Specialist in HOFFMAN EST, IL at Sears Home Services

Date Posted: 11/2/2018

Job Snapshot

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Job Description

Req/Job ID: 958773BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Operations

The Lead Support Specialist is responsible for providing leadership in various non-PCI operational related tasks necessary to maintain day-to-day operations, including, in part or in totality, Billing, Service Order Discrepancies, Parts Recovery, Service Order Discrepancies, Technician Reimbursement, Aging Orders and Call Close Processes. This position provides other national centralized initiatives, including providing world-class customer service.

Job Requirements

Job Responsibilities:
  • Ensures tasks are performed associated with managing the Service Order Discrepancy process, including calling external customers
  • Collaborates with external and internal customers to arrange for part pick up associated with the Parts Recovery process
  • Oversees Cash Over/Shorts process and Bad Check recovery initiatives
  • Ensures coordination of Technician reimbursements and other financial transactions associated with Technician reimbursements
  • Manages and resolves aging service orders
  • Analyzes field issues and process issues to determine root cause of problem and takes appropriate action to correct
  • Oversees tasks associated with special national pilots/tests for centralization consideration
  • Provides detailed updates to In-Home District management, In-Home Region and national Operations teams
  • Identifies and implements productivity enhancements to improve personal performance and further business objectives
  • Performs other duties as assigned

Job Requirements:
  • Ability to read, write and speak English
  • Ability to follow directions and solve problems
  • Ability to work variable and flexible hours, including overtime
  • Ability to read and utilize reports as needed
  • Ability to follow Home Services quality management systems (QMS) guidelines
  • Skill in using computers and databases, including Microsoft Office applications (Word, Excel, PowerPoint), Mainframe systems, Library Imaging System and Lawson Inventory system
  • Open to change, with the ability to implement change quickly and effectively; ability to be results driven
  • Ability to provide superior customer service, with excellent two-way communication skills with both internal and external customers
  • Strong organization, planning, empowerment and time management skills
  • Ability to manage own performance by keeping commitments and deadlines and work with integrity and value diversity
  • Ability to contribute to team development by sharing best practices and developing personal performance
  • 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)