Inbound Technical Support Representative

The Member Resolution Specialist is responsible for providing technical support for HVAC and water heater inquiries that includes troubleshooting member issues and scheduling service and/or sales calls as appropriate. This position is also responsible for the selling of Home Warranty programs and inbound appointment setting calls for other Home Improvement products including scheduling sales appointments. The incumbent interacts with other Home Improvement departments as well as the entire Sears organization to ensure proper handling of members.

Responsible for interacting with members to answer inquiries, provide product support, and assist with scheduling appointments for repair service and Home Improvement estimates.

Job Duties/Responsibilities:

• Answers incoming phone HVAC sales and service phone calls as well as incoming sales phone calls for other Home Improvement products while extending highest level of quality member service.
• For inbound HVAC service calls troubleshoots issues with the members over the phone and resolves product related issues. Schedule service appointments as needed.
• Receives all calls with the understanding that the incumbent is forming the member' s first impression of the company. Responds in an enthusiastic, courteous, friendly and caring manner while selling the appointment to maximize lead to appointment conversion.
• Minimizes calls in queue as well as up-sells Home Improvement products and the value of the appointment.
• Overcomes member objections and utilize marketing offers where appropriate to secure the appointment.
• Maintains knowledge of how Home Improvement interacts with other departments within the Sears organization to provide appropriate member service to all Sears customers.
• Professionally communicate with sales, service, and production to assist as needed.
• Diffuses and calms agitated customers by relating with them, as well as resolving their complaints and accurately directing their calls to appropriate departments for further assistance.
• Directs calls to appropriate personnel when answer is beyond authority given, as defined by department policies and procedures.
• Retrieves information from various sources and conveys information to customers, and enters information into the computerized database.
• Supports any customer centric duties depending on company needs.
• Performs other duties as assigned.

Job Requirements:

• Strong verbal and interpersonal customer service/sales skills
• Skilled in using computers and the Internet, as well as the ability to multitask through various systems.
• Ability to learn and convey troubleshooting solutions for a wide variety of consumer household products.
• Ability to communicate well with non-technical personnel.
• Ability to work professionally in stressful situations.
• Ability to handle multiple tasks simultaneously.
• Frequent sitting (4-7.5 hours with rest periods schedule accordingly), 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:

• Trade or technical school certification or diploma
• In-depth home improvement product knowledge
• Mechanical aptitude or knowledge in the repair of consumer appliance products

Education Experience: HS Graduate or Equivalent
Years of Related Experience: None
License/Certificate Required: No
Driver's License Required: No
Travel Requirements: None
Age Requirement: 18+

Equal Opportunity Employer / Disability / Vet.