Technical Specialist, Kenmore
4 weeks ago
Job 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 trouble-shoot in-warranty Kenmore product repairs and assist to resolve over the phone when possible. Sets In-home 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+
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