Company: Sears Holdings Corporation
Posted on: November 16, 2021
The Member Advocate responsible for all customer-facing
interactions from the support team within an In-Home District, as
well as the resolution of customer escalations and inquiries. This
position ensures that customer-facing activities and processes meet
or exceed business standards, including the reduction of
Reschedules, Multiple Attempts, Aging Orders and Replacements. This
position ensures that customer inquiries and escalations are
responded to urgently. This position is responsible for the
oversight and successful resolution of all regulatory and escalated
customer complaints (i.e. BBB, Attorney General, Third Party,
Member advocate within a District, and single point of contact on
customer concerns and customer-facing operational processes.
No direct or indirect supervision of other associates
Serves as the District's Single Point of Contact and works to
identify issues and reduce the number of times the technicians need
to complete a service event by identifying and providing
recommendation for correction action on root cause of issue.
Leverages Multiple Attempts Reporting tool to improve Service
Coordinates with the District leadership to identify issues and
reduce the number of times needed to reschedule a customer service
event; Leverages Reschedule Macro tool to ensure reason code
consistency in order to build a database of information that can be
mined for root cause identification and resolution.
Leads the support processes around managing Aging Orders in order
to improve the Service Recovery experience; Leverages Aging Order
Acts as the single point of contact for customer inquiries and
escalations, including Blue Ribbon National Escalations, and
ensures timely and successful resolution of all regulatory and
escalated customer complaints (i.e. Better Business Bureau,
Attorney General, Third Party, CCN, and Retail, etc.),
Coordinates Pro-Advocacy activities, including training, and
provides coaching opportunities to the Technical leadership team
with the intent to improve the overall Customer experience
Acts as the single point of contact for customer replacements as a
Service Recovery resolution; evaluates entire service event history
to determine best Customer experience and financial outcome for
Service Recovery events.
Performs other duties as assigned
Ability to use common computer applications, web based systems and
Microsoft Office products
Ability to drive legally, responsibly and safely.
Ability to handle multiple tasks in a fast paced environment, solve
problems and follow directions.
Ability to apply appropriate use of personal protective equipment
(i.e. back belt, safety glasses)
Ability to lift up to 50 pounds
Ability to work in non-air conditioned environment, where
Ability to speak, read and write English
High school diploma or equivalent
3-4 years of related experience
Valid Driver License for the State of employment
Up to 25% travel
18 years of age or older
Proficient in Microsoft Excel and Outlook
Keywords: Sears Holdings Corporation, Fresno , Customer Advocate, Other , Fresno, California
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