Member Service Administrator 2 in Lake Mary, FL at Sears Home Services

Date Posted: 5/2/2018

Job Snapshot

  • Employee Type:
  • Location:
    Lake Mary, FL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 929639BR
Employing Entity: Sears Home Improvement Products, Inc.
Employment Category: Regular, Full-time
Job Function: Call Center
Store ID: 24626: Lake Mary Call Center-Corp

The Home Improvement Member Service Administrator - Tier 2 is responsible for providing superior member service for all newly installed and existing Sears Home Improvement products.

The Member Service Administrator - Tier 2 owns the entire member experience once service is created by MSA - Tier 1 to full resolution and completion. The MSA - Tier 2 is responsible for all of the communication necessary between the member, district offices, installers, contractors, and various other business partners to ensure that the member’s account is properly received, worked, and completed in a manner that personifies Sears’ “World Class Service.” Once service is completed, the MSA - Tier 2 will be responsible for auditing and properly documenting all paperwork associated with the member’s service which include but is not limited to contracts, warranties, protection agreements, financial documents, work orders, settlement summaries, material purchase orders, and permits. This position may be responsible for communicating any additional cost of service to the member and collect monies as needed. The MSA - Tier 2 will handle escalated situations that may arise during the member’s service in which they will independently analyze the situation and determine and execute an effective resolution.

Job Requirements

Job Duties/Responsibilities:
  • Works independently offline to manage all communications from service scheduling to service completion with Sears members, district offices, installers, contractors, and various other business partners
  • Manages offline, various working queues to ensure member satisfaction
  • Contacts members within 24 hours of service being placed in queue to provide them with an update and give their direct phone numbers for call backs
  • Contacts service technicians, installers, and contractors the same day of service being scheduled to ensure receipt of the service work order and give their direct phone numbers for call backs
  • Schedules service for Technicians and maintains/evaluates Service Tech Scheduling boards daily for his or her Region or any Region assigned
  • Sends out alternate contractors if needed to correct service issues
  • Opens, works, and monitors all credit complaints (Sears/Citi/Alternant) that are sent in to avoid charge backs and to work with the field to reverse any charge backs that have occurred
  • Scans contracts, finance documents, completion paperwork, letters, settlement summaries, check request and any additional documents necessary for future reference
  • Closes all services by ensuring that all paperwork that is needed and all appropriate signatures are obtained before finalizing
  • Follows Protection Agreements (PA) Standard Operating Procedure (SOP), schedules and sets up presites, member calls, and maintaining database
  • Escalates complaints according to Standard Operating Procedure (SOP) to satisfy members in a timely manner
  • Maintains high level of communication with branch and service departments to ensure complaints are being handled in timely manner
  • Communicates any cost of service to the member and collects monies as needed
  • Performs other duties as assigned

Job Requirements:
  • Minimum of 6 months previous experience in the MSA - Tier 1 position
  • Maintains a minimum of 2.0 services scheduled per day per Technician.
  • Assist Technicians with scheduling and routing to obtain 3.0 services and 2.0 inspections per day.
  • Incumbent should have knowledge of all Home Improvement products and a thorough understanding of the installation and service part of the Home Improvement business
  • Demonstrates ability to effectively ascertain member concerns, and problem solve or escalate appropriately to resolve in a timely manner
  • Ability to be self-motivated and focused with the ability to work under pressure as a team member within a large group
  • Ability to maintain a positive mental attitude at all times, and to handle each member (internal and external) in a polite and professional manner
  • Demonstrates ability to research and analyze data relating to Home Improvement installation and service questions, and ability to make sound business decision using good judgment and negotiation skills to resolve conflicts
  • Demonstrates ability to effectively ascertain member concerns, and problem solve or escalate appropriately to resolve in a timely manner
  • Excellent written and verbal communication and interpersonal skills
  • Ability to effectively manage time, establish priorities, and handle multiple tasks
  • Ability to comprehend and enter information quickly and accurately
  • Intermediate computer skills required
  • Flexible to adjust work schedule to meet the needs of the department

Education Experience: HS Graduate or Equivalent
Years of Related Experience: < 1 Year
Driver's License Required: Yes
Age Requirement: 18+