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 - Lake Mary Florida, 32746
Job Description
The SWD Case Worker is responsible for helping lead Sears Home Improvement in providing and delivering swift and superior customer service throughout their respective District territory. This position will develop and maintain strong relationships with customers as well as office personnel. Through development and training the incumbent will have the opportunity to become certified in their field, which will enhance their customer service skills. This position will utilize processes (Standard Operating Procedures/training manuals) and techniques to maximize customer service and to minimize causes of customer dissatisfaction. This position will be responsible for taking customer complaints and data entry over the phone.

** Must have Prev HVAC Experience **

1. Receives customer calls via the CCN routing for all home improvement products.

2. Schedules all services assigned to “Service” utilizing the Service Tech Scheduling Grid in the Appointment Center Software

3. Handles all previous licensee calls and or communications

4. Forwards all Heating Ventilation and Air Conditioning (HVAC) service request to the correct responsible party for scheduling

5. Schedules all HVAC services utilizing Ciboodle or LEAPS systems

6. Interprets MA agreements and enforce them

7. Follows Protection Agreement Standard Operating Procedure
8. Communicates customer cost and collect as needed. Maintains relationship with field.

9. Generates Material Purchase Orders if possible to improve cycle time and customer satisfaction

10. Investigates the customer’s file for any previous requests to verify if service is warranted service being placed in the queue

11. Logs onto the phones to take all incoming calls for all Product lines, verifies proof of purchase, enforces all applicable warranties, opens a service for tracking and forwards to the appropriate responsible party for scheduling or schedule it immediately

12. Opens, works and monitors all credit complaints (Sears/Citi/Alternant) that are sent in to avoid charge backs and to work with the field to reverse any charge backs that have occurred

13. Escalates complaints according to Standard Operating Procedure (SOP) to satisfy customers in a timely manner

14. Maintains high level of communication with branch and service departments to ensure complaints are being handled in timely manner

15. Keeps the fax machine, printer and copier area organized

16. Performs related duties as assigned

1. Outstanding problem resolution and decision-making skills
2. Strong verbal and written communication skills
3. Strong organization skills
4. Excellent interpersonal and listening skills
5. Ability to multi-task
6. Proficient skill in data entry, with a minimum of 35 words per minute (WPM)

1. Frequent sitting, some standing and walking, bending and reaching as necessary.
2. Frequent use of fingers/hands to manipulate computer and telephone equipment.
3. Communicates with customers and co-workers and wears telephone headset continuously.