Position starts April 29th

JOB SUMMARY:
The Licensed Repair Sales Advisor receives calls from members calling in to inquire about or schedule a Repair service appointment on appliances, home electronics, or lawn and garden equipment. By taking full ownership of the call, the advisor will convert the inquiry into a cash call sale and recommend related/add-on Home Services products such as Home Warranty, Service Smart
Protection Agreements, Preventative Maintenance Checks, etc. in order to increase profitable revenue. Uses skills and resources to provide professional, courteous and efficient customer service to all members. Demonstrates effective customer-focused selling, communications, and handling objection skills. Assists customers or directs customer to the proper source for assistance.

JOB SCOPE:
Single business customer support

REPORTS TO:
Team Manager, Sales & Service JOB DUTIES/RESPONSIBILITIES:

• Receives inbound call from customers via telephone and sells repair services and/or related products stressing the features and benefits of Sears Home Services and its product offerings
• Handles inbound/outbound calls in a timely and professional manner, and applies skills in the area of communication, customer service and knowledge-based problem solving
• Follows call flow process and converts inquiry calls into sales, fields questions, probes and overcomes specific objections raised by the customer; offers the best value for the customer in terms of price, discounts, multiple, marketing and additional products
• Schedules repair service and sells Home Service protection products to the customer by entering the required data into computerized system
• Enters leads for home improvements into computer system and/or transfers the call directly to the Home Improvement call center
• Answers customer inquiries, verifies order and/or updates customer order information, or transfers the customer to correct source in order to provide the best service for the given situation
• Follows through on customer commitments, including sending of literature, proposals and call backs
• Complies with and adheres to selling policies, procedures and Company ethics and policy
• Works with other team members to provide the highest level of customer service and meet team goals
• Seeks guidance from knowledge management system (CSI) and/or site leadership, and enters data using computer keyboard
• Performs other duties as assigned

JOB REQUIREMENTS:

• High school diploma or equivalent
• Less than one year of related experience
• License/certification in relevant field
• 18 years of age or older
• Tucson area candidates are required to work onsite

REQUIRED SKILLS:

• Must reside in Arizona and have either a Personal Lines Insurance Producer or General Lines Property and Casualty Producer license for the state of Arizona that will be registered in TX and CA
• Previous Home Warranty or Real Estate knowledge and/or experience is critical in this role
• Basic math skills: Counting, addition, subtraction, multiplication, division
• Applies skills in the area of communication, customer service, and problem solving
• Ability to adapt to change, possess drive, be perceptive, demonstrate good intuition and actively listen to customer
• Must be able to apply reasoning and comprehension to carry out simple written or oral instructions; deal with problems involving a few concrete variables in standardized situations; occasionally interpret and adapt to customers needs, find solutions that are outside of the standardized situations.
• 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
• 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)

PREFERRED SKILLS:

• Sales experience