Customer Support Specialist (Tulsa, OK) Tulsa, OK (USA) Apply Online			Send this Job to a Friend
Post Date:	11/05/09	Company:	Sears, Roebuck and Co.
Compensation:	not given	Contact:
Job Type:	Full Time	Phone:
Education:	High School / GED	Fax:
Experience:	6 months - 2 years	Mailing Address:
Travel:	Negligible
Reference:	72485BR

Job Description: Sears, Roebuck and Co., a member of the Sears Holdings Corporation (NASDAQ: SHLD) family of companies, is a leading full-line retailer providing merchandise, related services and quality brands such as Kenmore, Craftsman, Diehard and Lands' End. We offer a wide range of home merchandise, appliances, electronics, apparel and automotive products and services through more than 2,400 Sears-branded and affiliated stores in all 50 states, Puerto Rico and Canada. We also offer a variety of merchandise and services through specialty catalogs and sears.com. Our web-to-store and store-to-web capabilities add even more convenience to our customers. We are also the nation's largest provider of home services, with more than 13 million service calls made annually. To provide a multitude of support functions in a professional and timely manner by listening carefully to Customers, Service Technicians, and members of Management. The functioning categories include: - Customer Relations - Inventory Maintenance - Auditing / Cashering. Position requires minimum 2 years direct customer service experience, Excel and Word experience. Salary range $8.00-13.90/based on experience. Please RUSH your resume TODAY to Barbara.C.Morris@searshc.com or fax to (847)747-1037!! To focus on the Customer, the Support Specialist Associate must: - Answer incoming telephone calls regarding service, ETA's, and customer concerns - Communicate effectively with the Support Manager, Routing, Technical Managers, and Technicians to resolve customer complaints and determine the best solution in order to provide best in class customer service - Communicate effectively with NCR and CCN via the computer and telephone to resolve customer issues regarding parts, billing, and order status - Complete necessary forms via Sears intranet to request refunds, gift cards, PA extensions, and manual customer billing - Work with retail stores to provide replacement items and solve customer issues - Complete resolution forms for the Technical Manager regarding customer complaints or customer compliments and various Customer concerns regarding service - Assist Technicians with look-up on service orders pertaining to service history - Create and distribute NCR and multiple attempt list to Technical Managers on a daily basis - Adherence to ISO policies and procedures - Work to solve better business bureau and intranet complaints from Customers - Assist Customers with food loss claims that were not processed on the day of service - Assist Technicians with paper service orders and occasionally make adjustments to service orders on-site - Work closely with insurance companies regarding property damage - Document customer feedback as appropriate - Assist with technician truck stock inventories - Prepare vendor invoices for accounting center to process - Work and monitor over and shorts screens to ensure money is collected accurately - Work toll expense report, if applicable - Research checks returned from Cerdegy - Adhere to all company policies and procedures - Perform miscellaneous duties as assigned Essentail Functions To provide exemplary customer service, the Support Specialist must possess the following skills: - Ability to treat all customers with respect and dignity - Ability to work with minimal supervision - Must be able to accurately and timely process paperwork - Must be able to use computer databases - Must be able to operate telephone systems and demonstrate excellent phone etiquette skills - Ability to work productively and effectively when faced with stressful situations. This includes maintaining effective interactions with others under stressful working conditions - Ability to effectively communicate with coworkers, supervisors, management, or customers one-on-one or in a small group setting - Ability to work well with others in a group, cooperate with others, offer to help when needed, and foster a team climate that brings out the best in team members. Collaborates and builds relationships with others to get the job done and deliver high performance results - Ability to generate alternative solutions to a question or a problem, evaluates the consequences of choosing each alternative and selects the most promising alternative - Ability to maintain a professional appearance according to company dress code - Ability to read, write, and speak English Experience/Education - High School diploma or equivalent (GED) preferred - Must be at least 18 years of age - Previous customer service or call center experience preferred - Knowledge of internet based applications - Experience and aptitude with computers and databases - Must be able to pass the pre-employment drug screen and criminal background check - Must be willing to submit to random drug testing, per company policy Sears provides a comprehensive benefits program designed to meet the needs of our associates and their families. The value of your benefits can be as much as 30% of your base pay depending on the plans you participate in each year. Benefits offered include: Medical Plan Dental Plan Starbridge Medical Choices Plan Life Insurance Plan Health Care Flexible Spending Account Dependent Day-Care Flexible Spending Account KMart Advantage RX Plan Employee Assistance Plan (EAP) Vacation National Holidays Personal Days Employee Funded 401K Plan Associate Stock Purchase Plan Associate Discount Program A comprehensive and competitive benefit program is designed to meet the needs of our associates and their families. Benefits eligibility depends on employment classification, location, and other variables. Benefits offered include: Medical and Dental Plans Health Care and Dependent Daycare Flexible Spending Accounts Short and Long-Term Disability Company Paid and Optional Life Insurance Business Travel Insurance Merchandise Discount Adoption Assistance Kmart Advantage Rx ConSern Loans for Education Worklife Solutions Voluntary Benefits Commuter Benefits Sears Holdings Corporation Associate Stock Purchase Plan 401(k) Savings Plan Vacation Time with Personal Days National Holidays An Equal Employment Opportunity Employer.

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