Sears Holdings Corporation (http://jobs.sears.com/vet/learnmore_military.html)
Job Summary The CSR position initiates the answering of all inbound phone calls and conducts outbound communications as it relates to customer inquiries. CSR?s promote and sell additional products and services that directly impact the profitability of the company. Provides direct support and services to customers, clients, Sales staff, and delivery coordinators to assure customer needs are met for all aspects of ecommerce. Responsibilities ? Works as a dedicated team member to ensure fast, flexible and expert Service to every customer ? Follows through with order management and warehouse personnel on delivery issues that involve challenges with products. ? Demonstrates a sense of urgency to meet customer time commitments ? Successfully completes all training elements within required timeframes ? Provides excellent product knowledge and courteous Service ? Continuously looks for methods to improve business performance and enhance the customer experience ? Follows the Value Added Services Process (i.e., selling extended warranties) by effectively communicating the benefits to the customer ? Provides direction to customers and Sales staff in regards to ecommerce ? Mentors other ecommerce Customer Service Representatives, as applicable ? Coordinates Returns or chargeback credits from customers and/or banks for quality control, damaged, returned, or miss-shipped product. ? Handles customer complaints regarding product quality and/or delivery and works to resolve matter through those means as needed. Maintains constant contact with customer through resolution of issue. ? Places calls to those individuals who are involved in all processes of assuring that customer satisfaction is achieved and that customer expectations are met in all matters regarding to their experience with the company. ? Works within the marketing department and keeps abreast of ad hoc projects as it relates to increasing the conversion rates of the ecommerce site. ? Other departmental duties as assigned by manager ? Ethics: Treats people with respect and keeps commitments. Inspires the trust of others. Works ethically and with integrity. Upholds organizational values. ? Diversity: Demonstrates knowledge of EEO policy. Shows respect and sensitivity to cultural differences. Educates others on the value of diversity. Promotes a harassment-free environment. Builds a diverse workforce.