Customer Service Advisor

Come Join the Winning Team at Sears Holdings Corporation

Now Hiring:

Customer Service Advisors

FULL benefits package

Variety of schedules available

Bilingual Spanish Preferred

LOCATION: 3825 Forsyth Rd, Winter Park FL 32792


Job Description

The Protection Agreement Advisor is responsible for providing assistance to customers who contact SHC with questions regarding the benefits or fulfillment of an SHC Protection Agreement product. The PA Advisor 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  including requests to cancel agreements

• 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 requests for cancellations and determines root cause for request and provides alternative solutions to canceling the protection agreement

• 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

• 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: < 1 Year

Job Requirements:

• Must be able to speak, read, write and comprehend English instructions well; complete internal documentation; present information to and communicate with customers and associates.
• Must be able to add, subtract, multiply and divide units of measure.
• Must be able to apply reasoning and comprehension to carry out simple written or oral instructions; deal with problems involving a few concrete variables in standardized situations; occasionally interpret and adapt to customer’s needs, find solutions that are outside of the standardized situations.
• Excellent listening and communication skills.
• Strong computer skills to include keyboarding proficiencies.

Preferred Skills:

• Sales experience or call center background is preferred
• Bilingual Spanish preferred