Route Specialist RRC in Hoffman Estates, IL at Sears Home Services

Date Posted: 10/17/2020

Job Snapshot

Job Description

Req/Job ID: 1000293BR
Employing Entity: Transform SR LLC
Employment Category: Regular, Full-time
Job Function: Customer Service
Store ID: 08665: IN HOME ROUTING CENTER

Engages in daily activities to ensure that routes are efficient for the scheduled day, require minimal technical intervention, minimize costs to the business and keep promises to customers.

Job Requirements


• Contacts customers.
• Creates service orders (add-ons, corrections) as overflow from Service Order Clerical function.
• Responds to escalated customer service issues
• Works through excess capacity (find jobs in SERVICEPower)
• Addresses Unresourced and Jeopardy trays (routing exceptions)
• Responds to technician route concerns
• Addresses unplanned unavailability (technician absenteeism)
• Monitors NPS inquiry screen.
• Monitors NPS message screen.
• Considers and escalates special order requirements that may affect workload balance.
• Maintains routes taking into consideration district parameters and technician work/life balance
• Notifies both the routing manager and technical manager of any route status irregularities or unusual requests by technicians to ensure timely service delivery to the customer.
• Communicates all requests for overtime to both the route manager and technical manager.
• Considers technician and call locations when evaluating service order assignments.
• Uses system tools to evaluate route solution efficiency and predict impacts to the business and customers.
• Communicates with routing team, technicians, customers, support departments and management on any issues that might affect timely delivery to the customer.
• Provides feedback on call growth, group specialization, road speed or any other parameter that might improve/affect the routing solution
• Send/Answer message or phone calls as required by the business
• Miscellaneous duties as assigned

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