Company Name: Sears Import - OLD
Job Details
Duration: Permanent
Min Education: Not Specified
Salary: Commensurate
Job Type: Full Time
Min Experience: Not Specified
Required Travel:
  • USA - San Antonio Texas, 78201
Job Description
ServiceLive Managed Service Agents are responsible for supporting client-specific service level agreements (SLAs) on behalf of the ServiceLive Managed Services Division. Agents will create, route, manage, close and rate Service Orders to meet SLAs as defined by management and clients. Monitors, reports and drives service level achievement. Interfacing with the service providers, buyers, end users and clients, they track adherence to each program and provide feedback on program effectiveness. Provides professional service in a timely manner. Answers questions, creates leads, and/or works with the buyer to schedule the service order. Resolves customer service concerns by obtaining detailed information, researching orders, and effectively communicating outcome. Makes independent decisions to achieve customer satisfaction and best meet the needs of the company. Acts as a liaison for other companies. Involved in the roll out of new business partners for the ServiceLive third party customers.
• Manage service order queues using reports and ServiceLive platform tracking tools. Act as a buyer on the ServiceLive platform and track progress toward service order fulfillment and ultimately SLA achievement.
• Contact service provider, clients, and/or end users via phone or email to address issues and research adherence and/or fulfillment issues. Identify service gaps and provide feedback to business leaders on opportunities for improved user experience.
• Provide thorough, reliable, and timely assistance via phone and/or email to service providers, buyers and end-users. Use effective customer service skills during all interactions. Handle escalated issues and use negotiation skills to reach satisfactory resolutions.
• Remain knowledgeable of all aspects of the ServiceLive platform, provider network business and client contracts.
• Receive and process escalated inquiries and correspondence via telephone, email, fax and mail.
• Use ServiceLive tool to prepare reports and trend key metrics such as service levels and customer satisfaction. Provide input to business partners regarding program adherence and effectiveness.
• Adhere to business processes and guidelines for service provider recruitment.
• Perform other duties as assigned.

Education Requirements:
• High school degree required. Some college or Associate Degree preferred.

Skill/Knowledge/Experience Requirements:
1. 2+ years customer service experience required. Experience handling escalated customer service issues required. Telemarketing, sales and/or recruiting experience a plus.
2. Negotiating skills required.
3. Ability to exercise independent judgment, interpret reports and identify trends, and research complex issues required.
4. Prior experience credentialing and/or contractor enrollment experience a plus.
5. Excellent keyboard familiarity and data entry skills required.
6. Computer skills, including proficiency using the Internet and MS Office applications required.
7. Strong verbal, written and telephone communication skills required.
8. Clear speaking voice, good command of the English language. Bilingual (Spanish) a plus.
9. Work experience with general administrative duties preferred.
10. Experience in home services and/or small business understandings a plus
11. Ability to perform multiple tasks with strong attention to detail required.
12. Ability to periodically work flexible schedules based on business needs required.
13. Ability to maintain professional image at all times required.
14. Ability to use fingers/hands continually on computer equipment and telephone as it relates to business function. Frequent sitting, some standing and walking. Bending and reaching as necessary.