Service Order Management, Specialist I (SO Fulfillment) in San Antonio, TX at Sears Holdings Corporation

Date Posted: 9/11/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    7353 Northwest Loop 410
    San Antonio, TX
  • Date Posted:
    9/11/2018
  • Job ID:
    941515BR

Job Description

Req/Job ID: 941515BR
Employing Entity: Sears Holdings Management Corporation
Employment Category: Regular, Full-time
Job Function: Call Center
Store ID: 29507: San Antonio SRV CL CTR

The Specialist I, ServiceLive Service Order Management champions ServiceLive service orders by monitoring and working service order workflow queues to ensure service orders have been posted, accepted and closed by providers/buyers within determined timeframes.

Responsible for managing the service order lifecycle within the ServiceLive platform.

Job Requirements

JOB DUTIES/RESPONSIBILITIES:

• Manages service order queues using reports and ServiceLive platform tracking tools, and acts as a buyer on the ServiceLive platform and tracks progress toward service order fulfillment.
• Resolves customer service concerns by obtaining detailed information, researching orders and effectively communicating outcomes.
• Makes independent decisions within structured guidelines to achieve customer satisfaction and best meet the needs of the Company.
• Remains knowledgeable of all aspects of the ServiceLive platform, provider network business and client contracts.
• Contacts service provider, clients and end users via phone or email to address issues and ensure adherence to service order fulfillment
• Provides thorough, reliable and timely assistance via phone and email to service providers, buyers and end-users, using effective customer service skills during all interactions, and uses negotiation skills to reach satisfactory resolutions
• Performs other duties as assigned

REQUIRED SKILLS:

• Negotiating skills
• Ability to exercise independent judgment, interpret reports and identify trends, and research complex issues
• 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, bending and reaching as necessary
• Ability to frequently use fingers and hands to manipulate computer and telephone equipment
• Ability to communicate with customers and co-workers while continuously wearing a telephone headset

PREFERRED SKILLS:

• Some college or Associate degree
• Telemarketing, Sales, Recruiting, Customer Service Experience
• Bilingual (Spanish)
• General administrative experience
• Experience with home-related services or small business understanding

#HomeServices, #Corporate
29507

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