Sears Canada

Technical Parts Specialist (Administrative and Customer Service Representative)

CA-ON-Toronto
5 months ago
Job ID
2017-39332
# Positions
2
Job Type
Full Time
Job Industry
Retail Head Office and Warehouse
Career Level
Entry Level, Experienced
Years of Experience
<1

Job Description

Welcome to Sears, one of Canada’s most trusted brand names.

 

The work location for this position is within Yonge & Dundas (Toronto) 

 

For the past 60 years, Sears has been a household name from coast to coast. How have we been able to build such a great reputation? Through our dedicated Associates, of course!

 

With thousands of roles across the country, Sears is one of Canada’s largest employers. Whether you are just starting out or have an established track record, Sears can offer you an exciting opportunity to build and grow your career. Bring your passion and enthusiasm for engaging with our customers, and you will find a world of career possibilities within our organization.


Pay: $15/hour - Monday - Saturday (Evening and Weekend shifts as required) 

Purpose of the Role

 

Provide courteous and professional technical service to all Sears Canada customers, technicians, contractors and store associates, through product and parts information in regads to  technical repairs, in accordance with Sears Canada standards and policies. Service is performed on a variety of products such as household appliances, lawn & garden, recreational equipment etc, and may be provided either in the Sears Service Center location and/or in the customer’s home depending on the product being serviced.

 

Major Responsibilities

 

1.Receive inquires and orders on parts, products and/or accessories and researches availability through complex on-line systems. Possess a thorough knowledge of a wide variety of appliance parts, products and accessories information, part numbers, codes, guidelines and procedures. Answer questions on general parts information, part usage, shipping options, delivery timeframes, warranty and/or guarantees. Create accurate orders, fulfillment requests and shipping details via standard ordering procedures. Quote customers the complete order total with applicable taxes and advises shipment dates. Offer an up-sell or cross sell on all customer parts calls.

 

2.For parts credits or lost product consults complex on-line systems, resources and web tools, computerized data base, internal resources etc. for information on resolution procedures. Investigate and find appropriate solutions to customer issues; responsible to follow-up as required; responsible for providing outbound calls to keep the customer up to date on their issues by providing key information. Set new case files up, as required. Document case information, activities and resolutions. Follow specific escalation procedure for each call type and/ or case; escalates to Tier 2, Technical Leads, Performance Coaches or Management.

 

3. Initiate call or web chat with TSD technical leads or performance coaches if unable to locate a part/product/accessory and/or for problem resolution in matters of greater complexity. Identify and document system, service and/or parts issues and make recommendations for enhancements/ modifications that support an environment of continuous improvement. Work on off-phone activities, such as: creating parts templates (FAST), parts sourcing from suppliers or local sources, investigations, waiting parts discrepancy screens, etc.

 

4. Required to remain current on new developments and changes through repair tips and warranty bulletins, email, manual reviews, attends training updates as required. May participate in or lead peer training

sessions and/or provide guidance to newer specialists.

 

5. Work in compliance with all laws and regulations and attend or complete all required health.

 

Qualifications

  • Secondary school diploma
  • A minimum of 6 months of previous work experience
  • Demonstrated verbal and written communications skills
  • Demonstrated customer service skills or selling skills

 

We offer a competitive compensation package including a flexible benefits program and a generous associate discount on most Sears merchandise and services. We are committed to encouraging internal development and providing career enrichment opportunities wherever possible.

 

Please be advised that only those applicants who are selected for interviews will be contacted

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