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Customer Service Advisor (Retention Specialist)

Company: Sears Holdings Corporation
Location: Deltona
Posted on: September 6, 2018

Job Description:

The Retention Specialist 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.Supports Service Contract customers calling in for services/assistance with their protection 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 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:

Keywords: Sears Holdings Corporation, Deltona , Customer Service Advisor (Retention Specialist), Hospitality & Tourism , Deltona, Florida

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