Senior Customer Advocate-November

Sears Holdings Corporation (
Customer Service


  Full Time   Employee

United States

The Senior Customer Advocate’s main responsibility is to provide assistance to specific customer situations escalated through originating lines of business at Sears or Kmart. Acts as a support team member for a specific line of business by pursuing increased customer satisfaction through appropriate and timely problem resolution. Must independently analyze the situation; use extensive knowledge of products, processes and guidelines; interpret policy; and use good judgment skill within and outside policies to determine and execute effective and satisfactory resolution processes. RESPONSIBILITIES: - Appropriately responds to and follows up on written correspondence, calls, and e-mails initiated by associates, customers and/or business partners involving escalated customer satisfaction issues or process questions. - Independently analyzes the situation, interprets policy and/or procedures, uses good judgment skills within and outside policies, and consults with field management and vendor contacts to determine and execute effective and satisfactory resolution process. - Effectively works with representatives across multiple lines of business. - Creates, updates, and retrieves customer files to research and log facts surrounding complaints, actions, and approach used to resolve issues. - Uses multiple systems and tools to research and resolve issues. - As appropriate, manages/responds to escalated, problematic situations received by senior/executive management to negotiate a resolution. - Negotiate a fair agreement that benefits both the customer and the company. - Negotiates and implements concessions such as refunds, gift cards, exchanges, and protection agreements that are in the best interest of the company and the customer. - Follow-up with the customer at appropriate intervals to ensure that the agreed upon action has been accomplished. - Efficiently works with data entry systems and screen navigation enabling access to customer information striving to handle all customer contacts at the point of contact. - Handles processing of miscellaneous change, adjustments to customer accounts/records within company guidelines, issues duplicate or additional statements/cards/etc., initiates the removal of unauthorized charges. - Meet deadlines to ensure customer satisfaction. - Maintains a high level of business knowledge as it relates to vertical business as well as working knowledge of related businesses. - Other responsibilities include supporting continuous customer service improvement opportunities and assisting department members with tasks relative to customer service as needed. - Adhere to company policy, procedure, code of conduct and ethical guidelines. - Fully document all customer contacts in the computer system. - Must be able to escalate, as appropriate, those incidents outside their scope of authority. - Moderate decision making within departmental guidelines and policies to offer concession to customer.

To apply for this job, contact:
Scott Stratton

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