Product Support Specialist Job Listing at Sears Logistics Services, Inc. in San Antonio, Texas (Job ID 120860BR)

Retail

Sears, Roebuck and Co., a member of the Sears Holdings Corporation (NASDAQ: SHLD) family of companies, is a leading broadline retailer providing merchandise and related services. Sears, Roebuck offers its wide range of home merchandise, apparel and automotive products and services through more than 2,700 Sears-branded and affiliated stores in the United States and Canada, which includes over 890 full-line and more than 1,350 specialty stores in the U.S. Sears, Roebuck also offers a variety of merchandise and services through sears.com, landsend.com, and specialty catalogs. Sears, Roebuck offers consumers leading proprietary brands including Kenmore, Craftsman, DieHard and Lands' End -- among the most trusted and preferred brands in the U.S. Sears, Roebuck is the 2011 ENERGY STAR® Retail Partner of the Year. The company is the nation's largest provider of home services, with more than 11 million service calls made annually.

The role of the Product Support Representatives is to use customer relation skills, technical product knowledge, database information and related resources to assist customers calling for assistance with their products (refrigerators, washer/dryers, dishwashers, lawnmowers, electronics, exercise equipment, etc.) RESPONSIBILITIES: - Provides exceptional service with every customer interaction. - Diffuses and calms agitated customers by relating with them as well as resolving their complaints and/or by accurately directing their calls to appropriate departments for further assistance. - Troubleshoots with customers over the phone to resolve product related issues. - Schedules repair service appointments. - Up-sells various Sears services. - Spends majority of all paid hours live on the phone with a customer. Wears a headset and operate a telephone (transfer calls, place calls on hold, etc.) - Manages phone conversations using professional communication techniques to assist customers with troubleshooting products, understanding product instructions, product application questions, product features and function. - Uses judgment and reasoning skills based on experience and training to analyze individual situations and provide appropriate assistance within bounds of authority. - Directs calls to appropriate personnel when answer is beyond authority given, as defined by department policies and procedures. - Retrieves information from various sources and conveys information to customer. - Enters information into computerized database. - Performs other duties and assignments as assigned.

REQUIREMENTS: - High school diploma, equivalency certificate or currently enrolled. - Trade/technical school certification or diploma preferred, but not necessary. - Mechanical aptitude or demonstrated knowledge in the repair of consumer appliance products preferred, but not required. Job-related customer service (person to person or telephone) and/or job-related telephone communication experience required. - Strong verbal and interpersonal customer service skills. - Experience using computers and the internet as well as ability to multi-task through various systems. - Ability to learn and convey troubleshooting solutions for a wide variety of consumer household products. - Ability to communicate well with non-technical personnel. GENERAL WORK REQUIREMENTS: Frequent sitting, some standing and walking, bending and reaching as necessary. Frequent use of fingers/hands to manipulate computer and telephone equipment. Communicates with customers and co-workers and wears telephone headset continuously.

A comprehensive and competitive benefit program is designed to meet the needs of our associates and their families. Benefits eligibility depends on employment classification, location, and other variables. Benefits offered include:

• Medical and Dental Plans
• Health Care and Dependent Daycare Flexible Spending Accounts
• Short and Long-Term Disability
• Company Paid and Optional Life Insurance
• Business Travel Insurance
• Merchandise Discount
• Adoption Assistance
• Kmart Advantage Rx
• ConSern Loans for Education
• Worklife Solutions
• Voluntary Benefits
• Commuter Benefits
• Sears Holdings Corporation Associate Stock Purchase Plan
• 401(k) Savings Plan
• Vacation Time with Personal Days
• National Holidays
  

An Equal Employment Opportunity and Affirmative Action Employer.