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Manager, Select Services in Augusta, GA at Sears Home Services

Date Posted: 5/14/2019

Job Snapshot

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

Job Description

Req/Job ID: 974989BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Customer Service
Store ID: 04931: Sears Contract Sales - Natl Op

The Mgr, Customer Service is responsible for developing, motivating, and coordinating teams as assigned. This position is responsible

for meeting established Quality and Customer Satisfaction goals as measured by defined monthly measurements. This position

is accountable for communicating work standards, setting priorities, monitoring work procedures, coaching, and evaluation of work

performance of direct report associates. Additionally, this position must react quickly and decisively to problems, as well as have input

into the development of processes that will result in long-term solutions to problems.

Job Requirements

• Oversees the order management processes of Kenmore Direct customers
• Ensures completeness of required documents, I.e. contracts, customers' requirements, orders and ensures execution of team's process
• Follows up on missing documentations, and ensures receipt of all required documents
• Provides timely feedback to field associates to ascertain necessary documentation needed for the execution of specific processes
• Makes decisions pertaining to the execution steps in related processes in a quick and decisive manner
• Facilitates and solicits the addition of new customers to respective teams
• Analyzes work processes for source of error, opportunities for improvement and recommends suggested changes or improvements to meet goals
• Monitors call statistics and productivity measurements to ensure team standards and customer service levels are met
• Optimizes service levels for internal and external customers by listening to customer and field input
• Performs supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and developing associates