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Route Specialist RRC Virtual Hiring Event

Company: Sears Home Services
Location: Hoffman Estates
Posted on: November 12, 2021

Job Description:

Job Description :Engages in daily activities to ensure that routes are efficient for the scheduled day, require minimal technical intervention, minimize costs to the business and keep promises to customers. Responsibilities/Skills/Experience Requirements :Contacts customersCreates service orders (add-ons, corrections) as overflow from Service Order Clerical function.Responds to escalated customer service issuesWorks through excess capacity (find jobs in SERVICEPower)Addresses Unresourced and Jeopardy trays (routing exceptions)Responds to technician route concerns --- Addresses unplanned unavailability (technician absenteeism)Monitors NPS inquiry screen.Monitors NPS message screen.Considers and escalates special order requirements that may affect workload balance.Maintains routes taking into consideration district parameters and technician work/life balanceNotifies both the routing manager and technical manager of any route status irregularities or unusual requests by technicians to ensure timely service delivery to the customer.Communicates all requests for overtime to both the route manager and technical manager.Considers technician and call locations when evaluating service order assignments.Uses system tools to evaluate route solution efficiency and predict impacts to the business and customers.Communicates with routing team, technicians, customers, support departments and management on any issues that might affect timely delivery to the customer.Provides feedback on call growth, group specialization, road speed or any other parameter that might improve/affect the routing solutionSend/Answer message or phone calls as required by the businesJob Description :Engages in daily activities to ensure that routes are efficient for the scheduled day, require minimal technical intervention, minimize costs to the business and keep promises to customers.Responsibilities/Skills/Experience Requirements :

  • Contacts customers
  • Creates service orders (add-ons, corrections) as overflow from Service Order Clerical function.
  • Responds to escalated customer service issues
  • Works through excess capacity (find jobs in SERVICEPower)
  • Addresses Unresourced and Jeopardy trays (routing exceptions)
  • Responds to technician route concerns --- Addresses unplanned unavailability (technician absenteeism)
  • Monitors NPS inquiry screen.
  • Monitors NPS message screen.
  • Considers and escalates special order requirements that may affect workload balance.
  • Maintains routes taking into consideration district parameters and technician work/life balance
  • Notifies both the routing manager and technical manager of any route status irregularities or unusual requests by technicians to ensure timely service delivery to the customer.
  • Communicates all requests for overtime to both the route manager and technical manager.
  • Considers technician and call locations when evaluating service order assignments.
  • Uses system tools to evaluate route solution efficiency and predict impacts to the business and customers.
  • Communicates with routing team, technicians, customers, support departments and management on any issues that might affect timely delivery to the customer.
  • Provides feedback on call growth, group specialization, road speed or any other parameter that might improve/affect the routing solution
  • Send/Answer message or phone calls as required by the businesTechnical requirementsAfter signing up, you will be sent an email with instructions on how to connect.Please be prepared to join the virtual interview from a quiet place using a desktop or mobile device with a working speaker, microphone, and camera. Check to see if your network connection can support an online session. A plugged in ethernet cable or a strong WiFi network signal will help avoid time delays during your conversation.What to prepare
    • ResumePreferred dress codeCasual (come as you are, but please be presentable)About Sears Home ServicesFor generations, people have relied on Sears Home Services for their appliance purchases, service, protection and parts. With more than 7 million repairs performed annually and thousands of professional technicians employed nationwide, Sears is the #1 appliance repair service in the country, delivering guaranteed quality and workmanship.What is a virtual interview?Virtual interviews help employers connect with job seekers when they are not in the same physical location. Since hiring is a human process, employers would like to talk with you online (chat, video or phone) to see if you meet the requirements for the job.

Keywords: Sears Home Services, Hoffman Estates , Route Specialist RRC Virtual Hiring Event, Other , Hoffman Estates, Illinois

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