Virtual Repair Solutions Technician

Employment Category

Regular, Full-time

Travel Requirements

None

Responsibilities/Skills/Experience Requirements

JOB DUTIES/RESPONSIBILITIES:

• Provides technical solutions, including pre-ordering required repair parts on incoming appliance repair requests to expedite an immediate cost effective solution for the business and customer, using video, part identification and part triage while working in a call-center type environment
• Works daily with communication resources (monitor, laptop, cell phone (Wi-Fi Only), chat, email, video conferencing) and internal and/or OEM content websites to part triage, provide a solution, or customer instruct for future service repairs
• Accepts inbound or makes outbound phone calls or chat sessions with customers, B2B Clients and field service techs while exceeding expectations by providing part triage, customer instruction, or repair solution for appliance repair needs
• Meets or exceeds organizational pillars such as: metrics, KPI s, profitability, operations, CSAT scores, and growth plans
• Interacts and communicates with business partners and customers in a consistent professional, courteous and tone appropriate manner that recognizes the potential significant variances in technical aptitude that can occur with new hires, non-technical groups and/or customer interactions and adjusts discussion methods/topics accordingly to accommodate those differences
• Contributes feedback for and/or participates in initiatives related to process improvements, development or implementation of new systems or procedures, new business opportunities and performance improvement strategies
• Adapts to changes in strategic direction for the department, In Home Operations and organization and support a fact based work environment by discussing questions and/or concerns with appropriate leadership and/or making leadership aware of any alternative communication that may influence the work environment in a negative manner
• Adheres to and ensures compliance with all applicable laws, regulations, company policies, company values and code of conduct
• Performs other duties as assigned

JOB REQUIREMENTS:

• High school diploma or equivalent
• 5-10 years of related experience
• Valid Driver License for the State of employment
• 18 years of age or older

PREFERRED SKILLS:

• Possess applicable trade licenses for all supported product categories

Job Function

Repair/Installation

Years Experience

5 - 10 Years Experience

Country

United States

Location City

Hoffman Estates

Work-In City

NA

Work-In State

NA

Work-In Postal Code

NA

EEO/EOE Footer

Equal Opportunity Employer / Disability / Vet.

Posting Tags

#RepairTechnician

Company Brand

Sears Home Services

Compensation Range

$22-$25

Additional Compensation Explanation

N/A