Customer Relations (part time) -Portland, OR

Job Category Customer Support/Client Care Career Level Entry Level Customer Relations (part time) -Portland, OR Sears is committed to improving the lives of our customers by providing quality services, products and solutions that earn their trust and build lifetime relationships. We are proud of our diverse, high-performance team work environment and we strive for continuous improvement through keen focus on growth, effectiveness and a sense of urgency. Individuals who are driven to earn our customers' trust and business every day, who act with integrity, who treat everyone fairly and value diversity, and who are accountable for their actions are welcome to show interest in becoming a member of our winning team.Must be available SaturdaysTo provide a multitude of support functions in a professional and timely manner by listening carefully to Customers, Service Technicians, and members of Management. The functioning categories include: Customer RelationsInventory MaintenanceAuditing / CasheringQualificationsTo focus on the Customer, the Support Specialist Associate must:Answer incoming telephone calls regarding service, ETA's, and customer concernsCommunicate effectively with the Support Manager, Routing, Technical Managers, and Technicians to resolve customer complaints and determine the best solution in order to provide best in class customer service Communicate effectively with NCR and CCN via the computer and telephone to resolve customer issues regarding parts, billing, and order statusComplete necessary forms via Sears intranet to request refunds, gift cards, PA extensions, and manual customer billing Work with retail stores to provide replacement items and solve customer issuesComplete resolution forms for the Technical Manager regarding customer complaints or customer compliments and various Customer concerns regarding serviceAssist Technicians with look-up on service orders pertaining to service historyCreate and distribute NCR and multiple attempt list to Technical Managers on a daily basisAdherence to QMS policies and proceduresWork to solve better business bureau and intranet complaints from CustomersAssist Customers with food loss claims that were not processed on the day of serviceAssist Technicians with paper service orders and occasionally make adjustments to service orders on-site Work closely with insurance companies regarding property damageDocument customer feedback as appropriateAssist with technician truck stock inventoriesPrepare vendor invoices for accounting center to processWork and monitor over and shorts screens to ensure money is collected accurately Work toll expense report, if applicableResearch checks returned from CerdegyAdhere to all company policies and proceduresPerform miscellaneous duties as assignedEssentail FunctionsTo provide exemplary customer service, the Support Specialist must possess the following skills:Ability to treat all customers with respect and dignityAbility to work with minimal supervisionMust be able to accurately and timely process paperwork Must be able to use computer databasesMust be able to operate telephone systems and demonstrate excellent phone etiquette skillsAbility to work productively and effectively when faced with stressful situations. This includes maintaining effective interactions with others under stressful working conditions Ability to effectively communicate with coworkers, supervisors, management, or customers one-on-one orin a small group settingAbility to work well with others in a group, cooperate with others, offer to help when needed, and foster a team climatethat brings out the best in team members. Collaborates and builds relationships with others to get the job done and deliver high performance results Ability to generate alternative solutions to a question or a problem, evaluates the consequences of choosing eachalternative and selects the most promising alternativeAbility to maintain a professional appearance according to company dress codeAbility to read, write, and speak EnglishExperience/EducationHigh School diploma or equivalent (GED) preferredMust be at least 18 years of agePrevious customer service or call center experience preferred Knowledge of internet based applicationsExperience and aptitude with computers and databasesMust be able to pass the pre-employment drug screen and criminal background checkMust be willing to submit to random drug testing, per company policyBenefitsAs a Sears associate, your career path options will be determined by your performance and your desire to advance further within the Sears organization. We have some of the best benefits available in the industry to choose from:MedicalDentalLife InsuranceVacation Holidays401k with company matchShort and long term DisabilitySears merchandise discountsHealth Care Flexible Spending AccountDependent Care Spending AccountBusiness travel insuranceWorklife solutionsVision PlanLegal PlanLong Term Care PlanPet InsuranceAuto and Home InsuranceBusiness Travel Accident CoverageMortgage AssistanceHourly wage begins at $9.20per hour, depending on experience.Sears is an Equal Opportunity/Affirmative Action Employer.