Repair Sales Advisor

Responsibilities/Skills/Experience Requirements

• 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
• 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)

• Sales experience

• 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

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