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ASA Service Advisor I

Company: Sears Holdings Corporation
Location: Orlando
Posted on: July 13, 2018

Job Description:

Job Summary: The Authorize Service Advisor 1 is part of a blended team that owns the member experience once service is created, to full resolution and completion. This position is responsible for ongoing communication between the member, Authorize Service Advisor 2 associate and Authorized Contractors. Scope of Responsibility: Authorize Service Advisor 1 is responsible for providing a WOW member experience through reduced state of service and continued monitoring of member satisfaction for improvement within a single BU. Job Duties/Responsibilities: Proactively partners with Team Lead and/or Authorized Service Advisor 2 mentor to resolves process and compliance issues to ensure expedient service fulfillment Interacts with members and provides information/updates pertaining to authorized servicer processes Provides direction and assistance to authorized service providers based on member requests/needs and process compliance Engages authorized servicers and Contractor Services Managers for alternate service solutions Collects and provides service order level detail to supervisor for metric tracking (Cycle Time, CSAT feedback, contractor claims expense, no coverage issues) Provides feedback to contractor service management on process improvement for a better member experience and reduced cycle time. Demonstrates exemplary member service to ensure WOW member experience Identifies and communicates conflicts in relation to calls capacity and coverage area assigned to the Contractor Services Management Team. Advising of rejected work by Authorized Service Provider Performs other duties as assigned Job Requirements: Ability to learn and adhere to business specific and company policies and procedures Ability to effectively learn and navigate systems and tools utilized by the business Ability to adapt well to change and effectively explain adverse situations and gain an understanding from the member toward a resolution Some computer literacy skills with the ability to effectively understand and use reports in Microsoft Excel Ability to provide candid feedback to all levels of employees while conveying a positive image of the Company in all actions and behaviors Strong interpersonal skills, with the ability to work with diverse workgroups, tailoring communication for audience and situation Demonstrates a commitment to safe work practices and coaches others in all aspects of the position including the work/member environment, use of personal protective equipment Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers and members Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary Ability to demonstrate selfcontrol by communicating and interacting in a member focus, professional, business-like manner even in difficult situations Preferred Skills: Proficient in computers including Microsoft Excel Previous member service experience Bilingual (Spanish) Education Experience: HS Graduate or Equivalent Years of Related Experience: 1-2 Years License/Certificate Required: No Driver's License Required: No Travel Requirements: None Age Requirement: 18+

Keywords: Sears Holdings Corporation, Orlando, ASA Service Advisor I, Other, Orlando, Florida

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