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 - High Point North Carolina, 27260
Job Description
The Customer Resolution Advocate’s primary responsibility is to provide assistance to the customers who contact Sears with problematic situations. It is necessary to act as liaison between the customers and the business and respond to any inquiry, complaint, problem or compliment. Must independently analyze the situation, interpret policy, use good judgment skill within and outside policies, to determine and execute effective and satisfactory resolution processes.

- Appropriately responds to and follows up on customer written correspondence, calls, e-mails received by Sears involving customer satisfaction.
- Independently analyzes the situation, interprets policy and/or procedures, uses good judgment skills within and outside policies, and consults with field management and vendor contacts to determine and execute effective and satisfactory resolution process.
- As appropriate manages/responds to escalated, problematic situations received by senior/executive management to negotiate a resolution.
- Negotiates a fair agreement (non-monetary) that benefits both the customer and the company.
- Follow-ups with the customer at appropriate intervals to ensure that the agreed upon action has been accomplished.
- Efficiently works with data entry systems and screen navigation enabling access to customer information striving to handle all customer contacts at the point of contact. - Handles processing of miscellaneous change, adjustments to customer accounts/records within company guidelines, issues duplicate or additional statements/cards/etc., initiates the removal of unauthorized charges.
- Meets deadlines to ensure customer satisfaction.
- Maintains a high level of business knowledge as it related to vertical business as well as working knowledge of related businesses.
- Other responsibilities include supporting continuous customer service improvement opportunities and assist department members with tasks relative to customer service as needed.
- Adheres to company policy, procedure, code of conduct and ethical guidelines.
- Fully documents all customer contacts in the computer system.
- Must be able to escalate, as appropriate, those incidents outside their scope of authority. - Moderate decision making within departmental guidelines and policies to offer concession to customer.
- Other duties as assigned.
Rate of pay is $11.00@hour.
REQUIREMENTS: - High school diploma or equivalency certificate. - 6+ months customer service or customer issue resolution experience required. - Knowledge of Sears/Kmart products, policies, procedures and guidelines preferred. - Ability to speak, read, write, and comprehend English instructions in order to complete internal documentation, present information to and communicate with customers and associates of Sears. - Exceptional oral communication skills and use of proper professional business language. - Ability to negotiate, analyze and troubleshoot. Superior customer service skills. - Attention to detail with a high degree of accuracy. - Ability to interpret business policy and/or business rules. - Ability to maintain a professional demeanor when dealing with external clients and customers. - Keyboarding skills and PC proficiency. - Ability to use general office equipment such as fax machines, photocopiers, telephone and computerized databases. - Ability to learn detailed information and adapt quickly to changes. GENERAL WORK REQUIREMENTS: Frequent sitting, some standing and walking, bending and reaching as necessary. Frequent use of fingers/hands to manipulate computer and telephone equipment. Communicates with customers and co-workers and wears telephone headset continuously.