Member Service Administrator 1

The Home Improvement Member Service Administrator - Tier 1 is responsible for providing superior member service for all newly installed and existing Sears Home Improvement products.

The Member Service Administrator - Tier 1 is responsible for serving as part of a blended environment receiving inbound calls and making outbound calls. Inbound calls will come from Sears members who have purchased a Home Improvement product and are inquiring about the status of their installation, Sears members that need repair service on their Home Improvement product, general Home Improvement inquiries, and internal transfers from Home Improvement members who called into the Appointment Center.

Job Duties/Responsibilities:

• Receive and answer all incoming calls with the thought that you are forming the member's first impression of the company. Respond in an enthusiastic, courteous, friendly, and caring manner while resolving the member's issue while minimizing calls in queue
• Creates, updates, and retrieves member files to research and log facts surrounding complaints, actions, and the approach used to resolve issues. Uses multiple systems and tools to research and resolve issues
• Efficiently works with data entry systems and screen navigation enabling access to member information striving to handle all member contacts at the initial point of contact
• Fully document all member contacts in the computer system
• Verifies proof of purchase, enforces all applicable warranties, opens a service for tracking, and forwards to the appropriate responsible party for scheduling
• Communicates any cost of service to the member and collects monies as needed
• Opens all Service Requests placed in various queues such as Sears Home Improvement or 800-4MY-HOME
• Must be able to handle very difficult situations and escalated members, and must strictly adhere to Home Improvement's Escalation Processes and Procedures
• Maintains knowledge of how Home Improvement interacts with other departments within the Sears organization to provide appropriate member service to all Sears members
• Interprets warranties and Master Protection agreements and enforces them
• Ability to copy, fax, scan, and mail service work orders and documents to all of our business partners
• Performs other duties as assigned

Job Requirements:

• Ability to be self-motivated and focused with the ability to work under pressure as a team member within a large group
• Ability to maintain a positive mental attitude at all times, and to handle each member (internal and external) in a polite and professional manner
• Demonstrates ability to research and analyze data relating to Home Improvement installation and service questions, and ability to make sound business decision using good judgment and negotiation skills to resolve conflicts
• Demonstrates ability to effectively ascertain member concerns, and problem solve or escalate appropriately to resolve in a timely manner
• Excellent written and verbal communication and interpersonal skills
• Ability to effectively manage time, establish priorities, and handle multiple tasks
• Ability to comprehend and enter information quickly and accurately
• Basic Home Improvement product knowledge
• Intermediate computer skills required
• Flexible to adjust work schedule to meet the needs of the department
• Preferred Skills:
• Proficient skill in Microsoft Office environment

Education Experience: HS Graduate or Equivalent
Years of Related Experience: Driver's License Required: Yes
Age Requirement: 18+

Equal Opportunity Employer / Disability / Vet.