Req/Job ID: 986710BR
Employing Entity: Transform SR Home Improvement Products LLC
Employment Category: Regular, Full-time
Job Function: Call Center
Store ID: 24626: Lake Mary Call Center-Corp
The Regulatory Complaint Specialist is responsible for managing Sears Retail and Home Services escalated customer complaints that arise from the Better Business Bureau or another regulatory or state agency. Must independently analyze the situation, research, interpret policy, and use good judgment and skill within and outside of existing policies to determine and execute an effective and satisfactory resolution within required response deadline.
Responds appropriately and timely to complex, high risk, non-litigated customer complaints including key state regulatory agencies and the Better Business Bureau.
Enters detailed case history into a case management system throughout the investigation and resolution process including notes, copies of letters, and other documentation.
Investigates complaint allegations by interfacing with business partners.
Maintains a high level of business knowledge as it related to vertical businesses as well as working knowledge of related businesses.
Independently analyzes the situation, interprets policy and/or procedures, uses good judgment skills within and outside policies, and consults with field management and vendor contacts to determine and execute effective and satisfactory resolution process.
Maintains individual case file for every case managed and retains records as needed based on the type of case.
Makes recommendations for case resolution based on history of similar issues and Sears guidelines.
Obtains approval if resolution requires going outside of guidelines.
Writes letters of response to the Better Business Bureau and regulatory agency cases.
Obtains approval from legal when a legal response is required.
Reviews current work processes and documents and makes recommendations for improvement and standardization of those work processes.
Manages a daily log for tracking purposes. Assists with the training of new associates.
Adheres to company policy, procedure, code of conduct and ethical guidelines.
Other duties as assigned.
High school diploma or GED, some college preferred.
Minimum 1 year customer service or customer issue resolution experience required.
Knowledge of Sears/Kmart products, policies, procedures and guidelines strongly preferred.
Must possess exceptional business letter writing skills.
Exceptional oral and written communication skills and use of proper professional business language.
Ability to speak, read, write and comprehend English instructions in order to complete internal documentation, present information to and communicate with customers and associates of Sears.
Ability to negotiate, analyze and troubleshoot.
Ability to provide superior customer service skills and attention to detail with a high degree of accuracy.
Ability to work with minimal supervision.
Ability to interpret business policy and/or business rules.
Ability to maintain a professional demeanor when dealing with external clients and customers.
Keyboarding skills and PC proficiency.
Ability to use general office equipment such as fax machines, photocopiers, telephone and computerized databases.
Ability to learn detailed information and adapt quickly to changes.
Other duties as assigned.
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 may wear a telephone headset.