Technical Specialist, Kenmore - Tucson, United States - Sears Home Services

Sears Home Services
Sears Home Services
Verified Company
Tucson, United States

1 day ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Summary:
The Kenmore Technical Specialist is responsible for using customer relations skills and technical product knowledge, database information and related resources to assist customers calling for service assistance with their Kenmore products (e.g. refrigerators, washers and dryers, dishwashers).

  • Scope of Responsibility: Interacts with Kenmore customers via phone to troubleshoot inwarranty Kenmore product repairs and assist to resolve over the phone when possible. Sets Inhome repair service as needed.
  • Job Duties/Responsibilities:
  • Provides exceptional service with every customer interaction.
  • Diffuses and calms agitated customers by relating with them, as well as resolving their complaints and by accurately directing their calls to appropriate departments for further assistance.
  • Uses tools provided to process and resolve member issues. Troubleshoots with customers over the phone and resolves Kenmore product related issues.
  • Schedules repair service appointments as needed.
  • Retrieves information from various sources and conveys information to customers, and enters information into the computerized database.
  • Directs calls to appropriate personnel when answer is beyond authority given, as defined by department policies and procedures.
  • Performs other duties as assigned.

Education Requirements:
HS Graduate or Equivalent

Age Requirement: 16+


Responsibilities/Skills/Experience Requirements

  • Job Requirements:
-
Must be Spanish Bilingual
:


  • Strong customer service skills.
  • Ability to learn and convey troubleshooting solutions for a wide variety of consumer household products.
  • Ability to communicate well with nontechnical personnel.
  • Ability to handle multiple tasks simultaneously and in a timely manner.
  • 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 SHC's compliance to current Payment Card Industry (PCI) Data Security Standards (DSS).
  • Ability to communicate in spoken and written English well enough to be understood by supervisors, coworkers, 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.

Preferred Skills:

  • Trade or technical school certification or diploma.
  • Mechanical aptitude or knowledge in the repair of consumer appliance products.

Potential Feeder Positions:

  • Entry Level Position

Potential Future Positions:

  • CN234
  • Team Manager
  • Sales & Service


  • SR253

  • Team Manager
  • Training


  • CN236

  • Training
Advocate, CCN


Years Experience
Years Experience


Travel Requirements

  • None

Country

  • United States

Work-In Location

  • 49011: SEARS HS-TUCSON SUPT CTR

Work-In Address 1

  • 4755 S BUTTERFIELD DR

Work-In City

  • Tucson

Work-In State

  • AZ

Work-In Postal Code

  • 85714

Business

  • Transformco Member Services Organization

Job Function

  • Call Center

Employment Category

  • Regular, Fulltime

Compensation Range
- $14.35


Additional Compensation Explanation

  • N/A

EEO/EOE Footer

  • Equal Opportunity Employer / Disability / Vet.

Posting Tags
- #CallCenter


Company Brand

  • Sears Home Services

Location City

  • Tucson
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