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in Winter Park, FL

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About this job

JOB SUMMARY:
This role is responsible for providing and maintaining a high level of customer service to the customers in all aspects of the authorized servicer environment. This role advocates for the customer through proactive intervention to improve service cycle time and the customer experience. The Service Advisor works with the authorized service providers and customers to ensure expedient fulfillment of all repair requests. The Service Advisor enables the authorized service providers to take care of customers by supporting all stages of the service experience. Additionally, the Service Advisor is tasked to provide feedback on current processes that inhibit or opportunities to improve the Company's ability to provide a compelling service experience.

JOB SCOPE:
Create additional capacity for In-Home business to grow new members by routing Service Plan and In Warranty calls to third party providers at previously negotiated labor rates and validates claims submitted for services provided by the contractors. Reduce state of service for In Home service members, validate existing members receive a wow experience through continued monitoring of CSAT levels of providers and reducing expenses through validation of services rendered by providers.

JOB DUTIES/RESPONSIBILITIES:
* Proactively monitors and resolves process and compliance issues to ensure expedient service fulfillment
* Engages alternate part suppliers for local parts solutions and STAC for technical solutions
* Interacts with customers and provides support pertaining to authorized servicer processes
* Provides direction and assistance to authorized service providers based on customer requests/needs and process compliance
* Engages authorized servicers and Contractor Services Managers for alternate service solutions
* Collects and provides service order level detail to supervisor for metric tracking (Cycle Time, CSAT feedback, contractor claims expense, no coverage issues)
* Provides feedback on process improvement for a better customer experience and reduced cycle time
* Demonstrates exemplary customer service and serves as a positive role model
* Recognizes and communicates existing gaps of their assigned work area to their Team Manager and Contractor Services Manager
* Performs other duties as assigned

REQUIRED SKILLS:
* Knows, understands, and demonstrates company policies, processes and procedures that apply to the Sears authorized service provider ASA Authorized Servicer Administration servicing products and areas not serviced by In-Home (and in some cases Carry-In) and SFO Service Flexibility Overflow providing repair capacity to supplement the In-Home district capacity in select markets. (ASA and SFO)
* Ability to effectively navigate and operate the systems; NPS (National Product Services), ServiceBench (Dispatch/management platform for the majority of SFO service providers and all ASA service providers), ServiceLive (Dispatch/management platform for some SFO service providers), web browsers, and HMS Case Management System (Service Fulfillment for ASA).
* Ability to effectively and professionally communicate with internal and external customers via telephone and email (Outlook Exchange).
* Ability to effectively read and manipulate reporting in Microsoft Excel
* Ability to effectively explain adverse situations and gain an understanding from the customer
* Ability to troubleshoot in difficult situations
* Ability to convey a positive image of the Company in all actions and behaviors
* Demonstrates and maintains a high level of professionalism in their appearance, language, and behaviors in all mentor and customer interactions
* Demonstrates the ability to adapt well to change and be a positive influence on others
* Strong interpersonal skills, with the ability to work with diverse workgroups, tailoring communication for audience and situation
* Ability to provide candid feedback to all levels of employees
* Demonstrates a commitment to safe work practices and coaches others in all aspects of the position including the work/customer environment, use of personal protective equipment, and safe driving
* Strong computer literacy skills
* Ability to read, write, and speak English. Bilingual skills beneficial.
* Proficient in Microsoft Office
* Previous customer service experience

ind123

Equal Opportunity Employer / Disability / Vet.