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Manager, Select Services

  • Sears Holdings Corporation
  • 05/14/19
  • Augusta, GA
  • Full-Time
The Mgr, Customer Service is responsible for developing, motivating, and coordinating teams as assigned. This position is responsible

for meeting established Quality and Customer Satisfaction goals as measured by defined monthly measurements. This position

is accountable for communicating work standards, setting priorities, monitoring work procedures, coaching, and evaluation of work

performance of direct report associates. Additionally, this position must react quickly and decisively to problems, as well as have input

into the development of processes that will result in long-term solutions to problems.

Oversees the order management processes of Kenmore Direct customers
Ensures completeness of required documents, I.e. contracts, customers' requirements, orders and ensures execution of team's process
Follows up on missing documentations, and ensures receipt of all required documents
Provides timely feedback to field associates to ascertain necessary documentation needed for the execution of specific processes
Makes decisions pertaining to the execution steps in related processes in a quick and decisive manner
Facilitates and solicits the addition of new customers to respective teams
Analyzes work processes for source of error, opportunities for improvement and recommends suggested changes or improvements to meet goals
Monitors call statistics and productivity measurements to ensure team standards and customer service levels are met
Optimizes service levels for internal and external customers by listening to customer and field input
Performs supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and developing associates

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