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Call Center Benefits Specialist

Company: Sears Holdings Corporation
Location: Orlando
Posted on: January 15, 2019

Job Description:

Supports Service Contract customers calling in for services/assistance with their protection. The Protection Agreement Advisor 3 is responsible for providing assistance to customers who contact SHC with questions regarding the benefits or fulfillment of an SHC Protection Agreement product and also acts as a liaison between customers and SHC to include all business partners to respond to inquiries, complaints, problems or compliments. Job Duties/Responsibilities: Responds to and follows up to inbound customer calls, written correspondence or e-mails received by SHC in reference to SHC product protection plans Analyzes the customer's concern/inquiry to determine and execute effective and satisfactory resolution per the agreement terms and conditions Escalates customer issue as needed based on established guidelines Responds to escalated concerns/inquiries received by senior/executive management to negotiate a satisfactory resolution for SHC and the customer Initiates follow up communication with customer to ensure complete resolution Utilizes multiple applications/formats enabling access to customer information and enter updates Maintains a high level of business/product knowledge via onsite and online training Initiates referrals to upper management to expedite resolution of customer concerns/inquiries Adheres to all SHC policies, procedures, Code of Conduct and ethical guidelines Performs other duties as assigned Education Experience: HS Graduate or Equivalent Years of Related Experience:

Keywords: Sears Holdings Corporation, Orlando , Call Center Benefits Specialist, Other , Orlando, Florida

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