Customer Advocate

Company: Sears
Location: Fresno
Posted on: January 13, 2022

Job Description:

Req/Job ID: 1007681BREmploying Entity: Transform SR LLCEmployment Category: Regular, Full-timeJob Function: Administrative/Clerical/Office SupportStore ID: 24437: FRESNO CA HPSJOB 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 associatesJOB 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 experienceActs 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 Job Requirements: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 poundsAbility to work in non-air conditioned environment, where applicableAbility to speak, read and write EnglishJOB REQUIREMENTS:High school diploma or equivalent3-4 years of related experienceValid Driver License for the State of employmentUp to 25% travel18 years of age or olderPREFERRED SKILLS:Proficient in Microsoft Excel and Outlook #HomeServices

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