Route Specialist RRC

Employment Category

Regular, Full-time

Travel Requirements

None

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 business • Miscellaneous duties as assigned

Job Function

Customer Service

Years Experience

0 - 1 Years Experience

Country

United States

Location City

Hoffman Estates

Work-In City

Remote

Work-In State

Remote

Work-In Postal Code

Remote

EEO/EOE Footer

Equal Opportunity Employer / Disability / Vet.

Posting Tags

#HSSupport

Company Brand

Sears Home Services

Compensation Range

15.50 - 18.00

Additional Compensation Explanation

N/A