Technical Specialist, Kenmore

3 weeks ago

Tucson, United States Sears Home Services Full time

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+

**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 non-technical 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, 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.

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:

- CN2347 - Team Manager - Sales & Service
- SR2538 - Team Manager - Training
- CN2369 - Training Advocate, CCN

**Years Experience**
- 1 - 2 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, Full-time

**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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