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HVAC Support Specialist (Longwood, FL)

Company: Sears Holdings Corporation
Location: Apopka
Posted on: September 15, 2019

Job Description:

GENERAL SUMMARY: Under the direction of the Quality Central Supervisor, this incumbent will help lead Sears Home Improvement Products in providing and delivering swift and superior customer service throughout their respective District territory. This position will develop and maintain strong relationships with customers as well as office personnel by promoting open communication channels to improve performance. This position will utilize processes (SOPs/training manuals) and techniques to maximize customer service work orders to minimize causes of customer dissatisfaction with service and products provided after the original installation. This position will be responsible for taking customer complaints, data entry and processing of service paperwork along with enforcing warranties and quoting service fees to customers. This position will maximize all available resources to insure that Sears Home Improvement Products is leading the industry in providing excellent customer service. SCOPE OF RESPONSIBILITY: Assisting the customer in getting service for their needs. Taking between 30-50 customer ACD line calls. Responsible for keeping reports up to date with updates and escalating when necessary for assigned offices usually between 4-6 offices averaging between 100-200 open services. Open and closing of a service work orders daily for assigned areas. (For the 4-6 offices assigned) Improve and maintain high and acceptable level in customer satisfaction ratings through thorough and timely communication with all involved. JOB RESPONSIBILITIES : The incumbent will be responsible for logging into the phones daily to receive customer complaints, and entering the information into the system and forwarding to the correct responsible party and ensuing a closed end loop by being responsible for monitoring the reports for updates and for the closing of the service work order and ensuring all necessary paperwork and signatures are on it. Answer all incoming service calls as needed. Assist Quality Central Supervisor, Assistant National Quality Manger and Quality Manager as needed. Input and generate service work orders to the correct responsible parties for handling. Maintain and update reports by doing the tickler report and by monitoring reports daily. Communicate with branches for needed updates. Closing of all services: ensuring that all paperwork that is needed and all appropriate signatures are on it before closing out service. Maintain high level of customer satisfaction through correct handling of complaint and being detailed in describing customers concerns. Maintain high level of communication with branch and service departments to ensure complaints are being handled in timely manner. Escalation of complaints to according to SOP to satisfy our customers sooner. Apply great phone skills and detailed service order taking. Maintaining incoming and closures day to day. Keeping up with the pace of the incoming and closures to ensure accuracy of reports daily. Perform related duties as assigned Education/Training: High School Education or equivalent. Experience: 1-2 years customer service experience Role specific abilities/skills: Excellent Interpersonal skills and utilizes de-escalation techniques to calm upset customers. Intermediate computer skills required (Word Processing, MS Excel.) Excellent typing skills. Provides detailed notes when taking information from customers.

Keywords: Sears Holdings Corporation, Orlando , HVAC Support Specialist (Longwood, FL), Professions , Apopka, Florida

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