Member Experience Associate I (Compliance / Damage Claims) in Winter Park, FL at Sears Logistics

Date Posted: 4/5/2018

Job Snapshot

  • Employee Type:
  • Location:
    3825 Forsyth Road
    Winter Park, FL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 917034BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Administrative/Clerical/Office Support

The Member Experience Associate for Damage Claims is responsible for providing responsive service to contractors, field staff, and insurance agencies investigating and reporting claims resulting from contractor installations. This position researches claim inquiries, documents, estimates and reviews contractor insurance coverage, opens claims, enters data and maintains claim database. Additionally, this position communicates with the Company's insurance carrier, Legal department and other insurance agents.

Job Requirements

* Provides thorough, reliable and timely assistance via phone and email to providers, customers and insurance company
* Reviews open insurance claims and follows up with contractor or local Sears and Innovel contractor liaison to ensure all paperwork is completed and submitted to insurance carrier
* Communicates any escalated claims that may require management involvement
* Receives and processes service provider inquiries and correspondence via telephone and email
* Manages various email silos by addressing and responding to correspondence and inquiries, as appropriate, using templates and composing accurate and professional email responses
* Assists in the implementation of special projects and programs
* Adheres to business processes and guidelines for customer order assignment
* Performs other duties as assigned
/outbound calls from Delivery Teams, clients and customers related to home delivery events. Ensures same day resolution for any issues .
• Monitors home delivery routes and trucks to ensure on time performance. Communicates any changes impacting the customers delivery event or promised time window. Works to ensure all delivery stops are updated with the correct status.
• Actions escalations with urgency and captures applicable data including identifying root cause, resolution, and tracking.
• Assists the customer, client, Market Manager, and delivery carrier on all home damage claims or delivery complaints to the customer s satisfaction on the day of delivery.
• Works to ensure all home delivery stops are updated with the correct status at the close of business each day. Also monitors and updates all deliveries scheduled through our remote carrier (XPO)
• Analyzes routing information and adjusts the daily routing configurations to obtain a reasonable solution from all customer information for each delivery location.
• Supports routing operations for all locations and assists in problem solutions and detection of issues. Communicates to appropriate business unit
• Generates appropriate routing reports and communicates with delivery locations on expected truck and stop counts
• Processes the Asset Protection Reporting to determine root cause, captures data, reports any Asset Protection and training issues.
• Performs other duties as assigned

• Excellent keyboard familiarity and data entry skills
* Computer skills, including proficiency using the internet and Microsoft office applications
* Strong verbal, written and telephone communication skills
* Clear speaking voice, with a good command of the English language
* Ability to perform multiple tasks with strong attention to detail
* Ability to periodically work flexible schedules based on business needs
* Ability to maintain a professional image at all times
* Frequent sitting, some standing and walking, and bending and reaching as necessary
* Ability to communicate with customers and co-workers while wearing a telephone headset continuously

• Some college or Associate degree
* Bilingual (Spanish)
* General administrative experience
* Home Services experience or small business understanding

• High school diploma or equivalent
• 1-2 years of related experience
• 18 years of age or older