Job DescriptionReq/Job ID: 942827BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Administrative/Clerical/Office Support
Store ID: 04538: SEARS HS-WINTER PK SERV BR
The Offline Solutions Rep is responsible for providing support to both internal and external customers by following up on orders that require offline attention as well as working multiple queues to resolve outstanding issues within designated service timeframes.
Job RequirementsDuties & Responsibilities: Receives work assignments via email or queue and reviews data to determine the type of processing requiredProvides support to inbound call center agents by following up on issues that cannot be resolved during the initial call such as check research, member PA disputes, billing issues, adustments, etc. Processes customer transactions such as adding or cancelling protection agreement purchasesContacts customers via telephone or email, when appropriate, to obtain complete or additional information in order to process request such as warranty information, proof of purchase, product photos, etc.Corresponds with internal SHC employees such as store managers to gather additional or verify information as neededUses multiple computerized systems to lookup order details, warranty information or other similar informationReviews receipts or warranty information submitted to verify purchase details for refund or reimbursement authorization Updates internal tracking database with detailed information on transactions processedCustomer service and negotiation skillsPerforms other duties as assigned
Required Skills1 Customer service and negotiation skillsProvides support to inbound call center agents by following up on issues that cannot be resolved during the initial call such as check research, member PA disputes, billing issues, adustments, etc. Must be able to communicate with customers and internal groups in writing using good business grammar and etiquetteMust be detail oriented and able to accurately enter information into computerized systemsAbility to communicate in spoken and written English well enough to be understood by supervisors, co-workers, and customers Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary. Able to lift, push or pull up to 20 lbs. Ability to demonstrate self-control by maintaining composure and keeping emotions in check even in difficult situations and maintain confidentialityAll employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC s compliance to current Payment Card Industry (PCI) Data Security Standards (DSS) High school