Lead Support Specialist

Sears•Hoffman Estates, IL

38d

About The Position

Job Purpose: To support overall leadership of departmental support functions at the Carry-In facility. Job Responsibilities: • Participate in the hiring and on-boarding of new support specialists • Assist/prepare weekly hourly support staff schedules • Assure adherence to all ISO policies and procedures • Assure proper phone coverage is ongoing in customer relations • Work with customer service representatives on escalated customer issues, including CCN, NCR's • Regularly monitor customer service representatives for quality assurance • Work to create open communication between management, technicians, and support associates to quickly resolve customer issues • Regularly review data entry for keying accuracy, particularly 3rd party service orders • Assure outgoing merchandise shipped within the guidelines of the transportation schedule and the repair cycle matrix • Assure efficient operations of all parts functions including bin maintenance and cycle counts • Support inventory management • Account for receipts of incoming product/parts to the repair lines • Delegate assigned tasks to members of support staff and follow up as necessary to assure completion of tasks • Participate in the daily activities of parts, customer relations, data entry and/or shipping/receiving as needed • Assure all daily functions: parts receiving, feedback, NPS screens, data entry, packing, shipping/receiving are completed at the end of the business day. • Coach, develop and train support associates on necessary training for phones, parts functions, data entry, and shipping/receiving functions • Regularly communicate and prepare feedback to the Operations Supervisor/Manager on the performance of support associates • Assist with input on support associates' performance reviews (annual and mid-year) • Assure work areas are neat, clean and orderly • Adhere to all company policies and procedures • Perform other miscellaneous duties as assigned

Responsibilities

Participate in the hiring and on-boarding of new support specialists
Assist/prepare weekly hourly support staff schedules
Assure adherence to all ISO policies and procedures
Assure proper phone coverage is ongoing in customer relations
Work with customer service representatives on escalated customer issues, including CCN, NCR's
Regularly monitor customer service representatives for quality assurance
Work to create open communication between management, technicians, and support associates to quickly resolve customer issues
Regularly review data entry for keying accuracy, particularly 3rd party service orders
Assure outgoing merchandise shipped within the guidelines of the transportation schedule and the repair cycle matrix
Assure efficient operations of all parts functions including bin maintenance and cycle counts
Support inventory management
Account for receipts of incoming product/parts to the repair lines
Delegate assigned tasks to members of support staff and follow up as necessary to assure completion of tasks
Participate in the daily activities of parts, customer relations, data entry and/or shipping/receiving as needed
Assure all daily functions: parts receiving, feedback, NPS screens, data entry, packing, shipping/receiving are completed at the end of the business day.
Coach, develop and train support associates on necessary training for phones, parts functions, data entry, and shipping/receiving functions
Regularly communicate and prepare feedback to the Operations Supervisor/Manager on the performance of support associates
Assist with input on support associates' performance reviews (annual and mid-year)
Assure work areas are neat, clean and orderly
Adhere to all company policies and procedures
Perform other miscellaneous duties as assigned