Member Experience Associate I (Manteno)

Sears Manteno , IL 60950

Posted 2 weeks ago

Job Description:

Req/Job ID: 984619BR

Employing Entity: Transform SR LLC

Employment Category: Regular, Full-time

Job Function: Call Center

Store ID: 45334: Romeoville DSOM

The Member Experience Associate I acts as the single point of contact for customers and clients. This position serves as the concierge for the customer related to home delivery & installation. This role investigates and documents issues as well as escalates delivery installation and routing issues to management and works with the local Manager to find a resolution.

Job Requirements


  • Processes and creates home delivery and installation orders for both MDO and remote delivery events including manual orders. Updates and manages home delivery orders with customer requested updates and or changes. Updates computer systems with required information to ensure accurate capturing of information to include logging data, updating order notes and comments.

  • Processes all inbound/outbound calls from Delivery Teams, clients and customers related to home delivery events. Ensures same day resolution for any issues .

  • Monitors home delivery routes and trucks to ensure on time performance. Communicates any changes impacting the customers delivery event or promised time window. Works to ensure all delivery stops are updated with the correct status.

  • Actions escalations with urgency and captures applicable data including identifying root cause, resolution, and tracking.

  • Assists the customer, client, Market Manager, and delivery carrier on all home damage claims or delivery complaints to the customer s satisfaction on the day of delivery.

  • Works to ensure all home delivery stops are updated with the correct status at the close of business each day. Also monitors and updates all deliveries scheduled through our remote carrier (XPO)

  • Analyzes routing information and adjusts the daily routing configurations to obtain a reasonable solution from all customer information for each delivery location.

  • Supports routing operations for all locations and assists in problem solutions and detection of issues. Communicates to appropriate business unit

  • Generates appropriate routing reports and communicates with delivery locations on expected truck and stop counts

  • Processes the Asset Protection Reporting to determine root cause, captures data, reports any Asset Protection and training issues.

  • Performs other duties as assigned


  • Ability to follow direction and handle stressful situations

  • Ability to work variable and flexible hours including nights and weekends

  • Strong organizational and time management skills

  • Ability to solve problems and handle multiple tasks in a fast paced environment

  • Working knowledge of 3rd Party Support, Routing, Driver Gate and Dispatch Monitoring processes

  • Working knowledge of the Home Delivery Guidelines

  • Strong computer skills

  • Strong organizational and time management skills


  • Experience in Customer Service


  • High school diploma or equivalent

  • Less than one year of related experience

  • 18 years of age or older


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Member Experience Associate I (Manteno)