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Customer Advocate

Company: Sears Holdings Corporation
Location: Fresno
Posted on: November 16, 2021

Job Description:

JOB SUMMARY:
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, Retail).

JOB SCOPE:
Member advocate within a District, and single point of contact on customer concerns and customer-facing operational processes.

SUPERVISION:
No direct or indirect supervision of other associates

JOB DUTIES/RESPONSIBILITIES:

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 Recovery.
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 Reporting tool.
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

REQUIRED SKILLS:

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 applicable
Ability to speak, read and write English

JOB REQUIREMENTS:

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

PREFERRED SKILLS:

Proficient in Microsoft Excel and Outlook

Keywords: Sears Holdings Corporation, Fresno , Customer Advocate, Other , Fresno, California

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