Job: On-line Care Associate
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Requisition ID 112180BR
Job Title On-line Care Associate
Business Home Services - Customer Care Network
State or Province/City AZ Tucson
Requisition Type Non-Exempt
The Online Care Associate is the front line care representative for our customer. The OCA assists in the processing of orders, to include internet, catalog or specialty merchandise and addresses customer questions and concerns via email and telephone.
- Takes care of the customer with the goal of making their experience with Sears and Sears Online a positive one.
- Addresses customer inquiries and questions over the telephone in a professional manner.
- Responds to customer e-mails in a timely, accurate, and professional manner.
- Researches and investigates, where necessary, to gather information to respond to customer inquiries.
- Enters data into tally system.
- Cross sells and up-sells add-on items.
- Reports any item and system problems to management so they are fixed in a timely fashion.
- Escalates/transfers customer calls as procedure necessitates.
- Must be able to adapt to a rapidly changing environment.
- Other duties as assigned.
Skills / Requirements
- High school diploma or equivalency certificate.
- Customer service experience.
- Ability to effectively and accurately communicate the written word, via e-mail, and the spoken word, via telephone.
- Ability to show attention to detail.
- Knowledge of the Internet.
- Ability to research using traditional and online resources.
- Sales experience a plus.
- Knowledge of appliances and tools a plus.
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.
0 - 1 Years Experience
Preferred Minimum Education High School / GED
Travel Requirements None