Sears Canada Customer Experience Specialist (Corporate Customer Service) in Belleville, Ontario

LOCATION:

Sears Customer Support Centres (Belleville)

POSITION:

Customer Experience Specialist (Corp Customer Service)

HOURS:

8:00 – 21:00, Monday - Saturday

STATUS

Full Time

POSITION SUMMARY:

Reporting to the Customer Experience Leader, this position provides an enhanced customer experience as part of an internal agent support queue. As a Customer Experience Specialist, you will be responsible for mentoring and coaching front line agents and managing escalated customer calls where an agent requires assistance or the customer has requested to speak to a supervisor.

MAJOR RESPONSIBILITIES:

  • Mentor and coach frontline agents via phone queue. Coach CSC agents regarding questions, escalations, system problems and knowledge gaps. Track agent questions by type and frequency in a central tracking tool, to inform approach to training and performance management by Operations Team Leaders.

  • Identify agent needs and development areas to provide peer to peer feedback to team members. Model best practice behaviors while coaching using various methods, such as skills practice, mentoring, taking live calls with the agent listening.

  • Manage the majority of escalated calls into the call centre (transferred in from frontline agents). Drive an enhanced customer experience by handling escalated customer issues with empathy and resolve to address root cause issues – own the customer. Manage the follow through on customer issues independently by liaising directly with store and/or field associates. Follow, model and coach to the Quality GREAT model.

  • Handle inbound customer calls as assigned based on service level need.

  • Work in compliance with all laws and regulations and attend or complete all required health and safety training, report all accidents and take every precaution reasonable to ensure personal safety and the safety of others and perform other duties as required.

QUALIFICATIONS:

  • Excellent customer service and technical skills

  • Strong analytical (e.g., trend analysis) and organizational skills

  • Strong interpersonal and relationship building skills

  • Strong verbal and written communication skills

  • Ability to influence without authority (e.g., ability to motivate others)

  • Proficient in Microsoft Office, web-based applications and tools

  • Ability to multi task and navigate through various systems and screens

  • Working knowledge of call center operations

  • High school diploma or GED required

  • Internal Applicants: CTBR Rating of “3” or higher.

TO APPLY:

If you are interested, please submit your application on or before December 5, 2016.

Internal Candidates: This position is open to all associates in good standing. Only associates meeting the requirements should apply. Please ensure that your Manager or Team Leader is aware that you are responding to this posting.

Although we appreciate the interest of all applicants, we must advise that only applicants selected for further consideration will be contacted.

System ID: 2016-37578

Job Industry (Choose up to 3 industries) (EN): Retail Head Office and Warehouse

Career Level (EN): Experienced