9/3/17
Sears Holdings Corporation (http://jobs.sears.com/vet/learnmore_military.html)
Customer Service
/yr
Full Time
Employee
ROUND ROCK
Texas
United States
Come and join our fast-paced team of industry experts! Special Hiring Bonus of $1500!!
Relocation Assistance maybe Applicable!
Job Purpose: Directly supports field service technicians via in-bound phone lines using technical product knowledge, computerized database information, other file lookup methods, and outside sources when no in-house information is available. Records information on each call in a computerized database system. Performs other specific duties as assigned to support the daily activities of the department and Company. Job Responsibilities: ? Answer incoming calls from field technicians and provide technical assistance and/or symptom analysis in the repair of mechanical products ? Identify part numbers and product specification on mechanical parts ? Document contents of phone calls in computerized database ? Attend related training and consult with colleagues regarding technical issues ? Performs miscellaneous duties as assigned Specific Essential Functions: The Technician?s specific functions fall into four main groups: Technical: ? Accurately diagnose and repair consumer mechanical product ? Ability to communicate effectively over the phone (requires wearing a headset) ? Ability to operate a computer in a Windows Environment and use different computer applications as required ? Ability to give the customer an accurate diagnosis of repair or adjustment as is applicable ? Ability to provide knowledgeable, courteous and professional customer service ? Must have knowledge of and application of basic electrical principles ? Ability to work variable and flexible hours including required overtime ? Ability to handle stressful situations and work in a fast-paced environment Communication: ? Ability to communicate diagnosis and needed repairs of products to the customer in a knowledgeable and courteous manner ? Ability to read, understand, and apply written text of a technical nature, in order to answer questions, solve problems, and complete job tasks ? Ability to effectively communicate with Sears associates, vendors, third party customers and other outside sources ? Ability to effectively communicate the benefits of the Value Added Services to the customers ? Ability to read, write, and speak English Service Performance: ? Ability to perform all services within manufacturer specifications ? Ability to perform all procedures and work instruction according to ISO 9001 standards ? Ability to read, understand and navigate through information presented in diagram, or other pictorial displays ? Ability to effectively demonstrate appropriate time management skills ? Ability to work with minimal supervision ? Ability to maintain a professional appearance according to company dress code ? Must demonstrate a commitment to quality work in all areas ? Ability to follow specific process steps to ensure quality workmanship and prevent recalls ? Ability to follow all technical processes related to the job Safety: ? Ability to apply appropriate security, maintenance, and safety procedures in a Lab Environment ? Ability to apply appropriate use of personal protective equipment (i.e. back belt, safety glasses) ? Ability to avoid accidents by recognizing potentially unsafe situations, and responding appropriately when accidents occurs ? Ability to follow appropriate industry specific regulations related to the handling of hazardous materials