Sears Holdings Corporation (http://jobs.sears.com/vet/learnmore_military.html)
Full Time Employee
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.
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