Member Advocate in Hoffman Estates, IL at Sears Home Services

Date Posted: 3/12/2018

Job Snapshot

Job Description

Req/Job ID: 919525BR
Employing Entity: Sears Holdings Management Corporation
Employment Category: Regular, Full-time
Job Function: Customer Service
Store ID: 58490: Sears Roebuck & Co.

Job Summary:

The Member Advocate role is to be an advocate for our Members and to handle Member inquiries & escalations in a detailed and sensitive manner. A Member Advocate will independently determine the plan for resolving a Member's particular need using policy, procedure, and good judgment to ensure a positive outcome.

Job Requirements

Job Duties/Responsibilities:
  • Acts as the Single Point of Contact for Member inquiries and escalations, and ensures timely and successful resolution of all regulatory and escalated Member complaints
  • Serves as Single Point of contact and works to identify issues and reduce the number of times the technicians need to complete a service event by identifying and providing recommendation for corrective action on root cause of issue.
  • Leverages Multiple Attempts Reporting tool to improve Service Recovery
  • Identifies any issues to reduce the number of times needed to reschedule a Member service event; leverages reschedule macro tool to ensure reason code consistency in order to build a database of information that can be mined for root cause identification and resolution
  • Leads the support processes around managing aging orders to improve the service Recovery experience leveraging the aging order queue
  • Acts as the Single Point of Contact for replacements as a service recovery solution; evaluates entire event history to determine best Member experience and financial outcome for Service Recovery events
  • Identifies and escalates business process/policy issues and trends to appropriate management
  • Coordinates Pro-Advocacy activities, including training, and provides coaching opportunities to the Technical Leadership team with the intent to improve the overall Member experience
  • Maintains proficiency in all various systems (NPS, NPN, Service Pro, Ciboodle, MS Office, Click, & Spreadfast
  • Adheres to Company policy, procedure, code of conduct and ethical guidelines
  • Performs other duties as assigned

Job Requirements:
  • Ability to use common computer applications, web based systems and MS Office products
  • Ability to handle multiple tasks in a fast paced environment, solve problems and follow directions
  • Ability to speak, read and write English
  • 1+ years customer service experience

Preferred Skills:
  • Proficient in Microsoft Excel and Outlook
  • Proven ability to resolve escalated customer situations
  • Proven ability to research and solve complex problems
  • Social Media Experience