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HVAC Support Specialist - Longwood

Company: Sears Holdings Corporation
Location: Orlando
Posted on: November 23, 2020

Job Description:

HVAC Support Specialist The Support Specialist is responsible for providing a multitude of support function in a professional and timely manner by listening carefully to customers, Service Technicians and members of management. This position is responsible for customer relations, inventory maintenance, and auditing and cashiering. JOB SCOPE: Responsible for the clerical and administrative support to the District Sales and Installation function for annual installed volume between $2.5M to $20M per District. JOB DUTIES/RESPONSIBILITIES: Answers incoming telephone calls regarding service, Estimated Time of Arrival (ETA), and customer concerns Communicates effectively with the Support Manager, Routing, Technical Managers, and Technicians to resolve customer complaints and determine the best solution in order to provide best-in-class customer service Communicates effectively with Customer Care Network (CCN), via the computer and telephone, to resolve customer issues regarding parts, billing, and order status Completes necessary forms via Sears Intranet to request refunds, gift cards, Protection Agreement extensions, and manual customer billing Works with retail stores to provide replacement items and solve customer issues Completes resolution forms for the Technical Manager regarding customer complaints, customer compliments, and other various customer concerns regarding service Assists Technicians with look-up on service orders pertaining to service history Creates and distributes NCR and multiple attempt list to Technical Managers on a daily basis Adheres to International Standards Organization (ISO) policies and procedures Works to solve Better Business Bureau and Intranet complaints from customers Assists customers with food loss claims that were not processed on the day of service Assists Technicians with paper service orders, and occasionally makes adjustments to service orders on-site Documents customer feedback as appropriate Assists Technicians with truck stock inventories Prepares vendor invoices for accounting center to process Works and monitors over's and short's screens to ensure money is collected accurately Works toll expense report, if applicable Researches checks returned from Cerdegy Adheres to all company policies and procedures Performs other duties as assigned REQUIRED SKILLS: Ability to work well with others in a team setting to deliver high performance results Outstanding customer service skills Ability to follow specific process steps to ensure quality workmanship Effective time management skills Ability to accept responsibility for work assignments and job duties, and to be held accountable for successful completion Basic analytical and quantitative skills Computer literacy skills Excellent verbal and written communication skills Ability to be open to change, and to implement change quickly and effectively. PREFERRED SKILLS: Customer service or call center experience Knowledge of Internet-based applications Experience and aptitude with computers and databases JOB REQUIREMENTS: 1-2 years of related experience 18 years of age or older

Keywords: Sears Holdings Corporation, Orlando , HVAC Support Specialist - Longwood, Professions , Orlando, Florida

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