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Member Service Lead in Hoffman Estates, IL at Sears Holdings Corporation

Date Posted: 4/3/2019

Job Snapshot

Job Description

Req/Job ID: 971867BR
Employing Entity: Sears Holdings Management Corporation
Employment Category: Regular, Full-time
Job Function: Sales
Store ID: 58491: Sears Holdings Management Corp

Member Service Leads are instrumental in creating the stylish, forward-thinking, personalized experience that stays true to the Shop Your Way ecosystem. Member Service Leads follow the core tenets of the team: 1. Uncompromised Quality 2. Customized service 3. Delivering Convenience at Every Turn 4. Relentless passion for the member. Thus creating enduring relationships that are rooted in what the member likes, loves, and wants as we get to know and serve the member.

You'll be on the front line, chatting with our existing members and introducing Shop Your Way to new members, sharing your insights about Shop Your Way and how our service makes it easier to get their "to-do list" done giving them time back in their day to enjoy with friends, family, and other key components of their lifestyle. You'll encourage our members to connect with you as their Member Service Lead. You'll build upon our fast-paced and innovative culture that thoughtfully focuses on the member, introduces the member to all of the ways Shop Your Way can help save time and money, while ensuring their experience with Sears and Kmart, both online and instore, is always positive and brag-worthy.

Job Requirements

Job Duties/Responsibilities:
  • Personally support hundreds of clients each month using our Member Services platform to design the right solution for the member.
  • Manage inbound member needs through our Apps, phone, and email.
  • Provide personalized and compassionate support that aligns with Shop Your Way.
  • Get to know and serve the members by helping them identify their needs through a thoughtful discovery process.
  • Support the member's profile using our exclusive Shop Your Way Apps. Determine the ongoing method of contact with the member. Identify gifting, considered purchase, and essential support needed on an ongoing basis. Initiate orders, returns, and other support for the member, including catalogs and research for products and services.
  • Act as an ambassador to Shop Your Way in order to address member questions and remove any blockers with the existing Shop Your Way experience today and going forward.
  • Using the member's definition of convenience, ensure that the member is surprised and delighted throughout the experience with the Personal Shopper.
  • Work thorughout the Member Services team, SYW, and Sears Holdings to address issues on behalf of clients. Capture notes and inputs from your clients and our internal team.
  • Be an integral part of SHC and work at the forefront of its Member Service platform and deliver key client, engagement, and order (sales) objectives.
  • Join an extensive community of passionate, member-focused, talented Member Service Leads.
  • Express input from your clients so that their voice is heard throughout Shop Your Way and SHC
  • Performs other duties as assigned

Job Requirements:
  • High school diploma or equivalent
  • Prior work experience in service and sales positions.
  • Ability to work in a dynamic environment, learn quickly, and multi-task with ease.
  • Independent, self-starter with experience directing own work.
  • Proficient with Apps and mobile technology, email organization, Google drive, and have intermediate technical skills.
  • Strong leadership and teamwork skills.
  • Ability to analyze information and processes, identify root causes and develop/implement approved solutions.
  • Well-developed oral and written communication skills that can be addressed with a wide variety of people internally and externally.
  • High comfort level with chatting and developing a rapport with people. You love connecting with people using Apps.
  • Work well under pressure and have experience with outbound selling.
  • Microsoft Office computer skills. CRM experience a strong plus.
  • Attend a mandatory 2-week onboarding/training session at the start of your hire date.


#Corporate, #SYW
58491