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Call Center Retention Advisor

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

Job Description:

JOB SUMMARY: The Retention Advisor is responsible for providing assistance to customers who contact SHC with questions regarding the benefits or fulfillment of an SHC Protection Agreement product or requests to cancel agreements. 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 Reviews 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 REQUIRED SKILLS: Minimum 6 months customer service experience required Intermediate computer skills and ability to work in multiple applications simultaneously Excellent communication and negotiation skills Previous experience in a position requiring problem solving and negotiation skills Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers, and customers 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 self control by maintaining composure and keeping emotions in check even in difficult situations All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHCs compliance to current Payment Card Industry (PCI) Data Security Standards (DSS) JOB REQUIREMENTS: High school diploma or equivalent Less than one year of related experience 16 years of age or older

Keywords: Sears Holdings Corporation, Spokane , Call Center Retention Advisor, Other , Spokane, Washington

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