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Inbound Call Center Representative

Company: Sears Holdings Corporation
Location: Deltona
Posted on: April 10, 2021

Job Description:

Job Summary: The Inbound Appointment Specialist processes customer calls and inquiries appropriately while selling the appointment. This position sources and creates leads, and schedules appointments resulting from these calls as well as handle customer and sales force issues that need immediate attention. This position interacts with other Home Improvement departments as well as the entire Sears organization to ensure proper handling of customers. Job duties/responsibilities: Handles calls effectively to minimize calls in queue while up-selling Home Improvement products and the value of the appointment. Overcomes customers' objections and utilizes marketing offers where appropriate to secure the appointment Maintains knowledge of how Home Improvement interacts with other departments within the Sears organization to provide appropriate customer service to all Sears customers. Schedules and pairs quality appointments throughout all markets allowing sufficient time between appointments for the sales presentation and travel time. Schedules appointments with consideration of specific market requirements. Provides service customers to achieve highest level of customer satisfaction to include scheduling appointments to see customers as quickly as possible based on appointment availability and customer needs. Handles customer and sales needs which may include rescheduling, cancellations and communication with the sales office. Serves as a liaison between sales force and the Sears customer. Classifies all leads according to established guidelines (i.e.: primes, plus, etc.) Maintains and becomes familiar with current book request for all markets. Maintains accurate database and alert Information Systems team of discrepancies. Performs other related duties as required. Job Requirements: High school diploma or equivalent 1-2 years of related experience 18 years of age or older Required Skills: Two years of customer service experience required. Must be an experienced, seasoned Customer Service Rep, Inbound/Outbound Appointment Specialist or Market Coordinator with knowledge to schedule effectively in all markets. Computer skills, including proficiency using the Internet and Microsoft Office applications Ability to periodically work flexible schedules based on business needs Basic home improvement product knowledge. 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) Preferred Skills: Some college or Associate degree Bilingual (Spanish) In-depth home improvement product knowledge

Keywords: Sears Holdings Corporation, Deltona , Inbound Call Center Representative, Other , Deltona, Florida

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