About the Company
Sears, Roebuck and Co., a member of the Sears Holdings Corporation (NASDAQ: SHLD) family of companies, is a leading full-line retailer providing merchandise, related services and quality brands such as Kenmore, Craftsman, Diehard and Lands' End. We offer a wide range of home merchandise, appliances, electronics, apparel and automotive products and services through more than 2,400 Sears-branded and affiliated stores in all 50 states, Puerto Rico and Canada. We also offer a variety of merchandise and services through specialty catalogs and sears.com. Our web-to-store and store-to-web capabilities add even more convenience to our customers. We are also the nation's largest provider of home services, with more than 13 million service calls made annually.
Job Description
Sears, Roebuck and Co., a member of the Sears Holdings Corporation (NASDAQ: SHLD) family of companies, is a leading full-line retailer providing merchandise, related services and quality brands such as Kenmore, Craftsman, Diehard and Lands' End. We offer a wide range of home merchandise, appliances, electronics, apparel and automotive products and services through more than 2,400 Sears-branded and affiliated stores in all 50 states, Puerto Rico and Canada. We also offer a variety of merchandise and services through specialty catalogs and sears.com. Our web-to-store and store-to-web capabilities add even more convenience to our customers. We are also the nation's largest provider of home services, with more than 13 million service calls made annually.
Engages in daily activities to ensure that routes are efficient for the scheduled day, require minimal technical intervention, minimize costs to the business and keep promises to customers.
Salary Range for position is $12.70-$17.00 per hour.
Qualifications
Contacts customers.
Creates service orders (add-ons, corrections) as overflow from Service Order Clerical function.
Responds to escalated customer service issues
Works through excess capacity (find jobs in SERVICEPower)
Addresses Unresourced and Jeopardy trays (routing exceptions)
Responds to technician route concerns
Addresses unplanned unavailability (technician absenteeism)
Monitors NPS inquiry screen.
Monitors NPS message screen.
Considers and escalates special order requirements that may affect workload balance.
Maintains routes taking into consideration district parameters and technician work/life balance
Notifies both the routing manager and technical manager of any route status irregularities or unusual requests by technicians to ensure timely service delivery to the customer.
Communicates all requests for overtime to both the route manager and technical manager.
Considers technician and call locations when evaluating service order assignments.
Uses system tools to evaluate route solution efficiency and predict impacts to the business and customers.
Communicates with routing team, technicians, customers, support departments and management on any issues that might affect timely delivery to the customer.
Provides feedback on call growth, group specialization, road speed or any other parameter that might improve/affect the routing solution
Send/Answer message or phone calls as required by the business
Miscellaneous duties as assigned
A comprehensive and competitive benefit program is designed to meet the needs of our associates and their families. Benefits eligibility depends on employment classification, location, and other variables. Benefits offered include:
Medical and Dental Plans
Health Care and Dependent Daycare Flexible Spending Accounts
Short and Long-Term Disability
Company Paid and Optional Life Insurance
Business Travel Insurance
Merchandise Discount
Adoption Assistance
Kmart Advantage Rx
ConSern Loans for Education
Worklife Solutions
Voluntary Benefits
Commuter Benefits
Sears Holdings Corporation Associate Stock Purchase Plan
401(k) Savings Plan
Vacation Time with Personal Days
National Holidays
An Equal Employment Opportunity Employer.