Customer Service Manager

Sears; Hoffman Estates (IL); Remote; Full time

Job summary

A leading company is seeking a Customer Service Manager to enhance customer experience for Kenmore products. This role involves managing warranty claims, enhancing service levels, and collaborating with internal teams to provide excellent support. Ideal candidates will have experience in customer service and a strong capability in problem-solving and communication.

Qualifications

• 3-4 years of related experience required.
• Knowledge of Microsoft Office products is necessary.
• Ability to analyze data and communicate effectively.

Responsibilities

• Investigates and validates consumer warranty claims.
• Communicates with internal and external partners to resolve issues.
• Assists customers with order processing and product inquiries.

Skills

Microsoft applications

Analyzing data

Effective communication

Empathy

Education

Associates Degree

Job description

JOB SCOPE:
The Customer Service Manager is responsible for providing a superior customer experience for all Kenmore external channels and Kenmore customers for both the life cycle of the warranty and of the product as determined by the Director, Customer Experience. This position manages the relationship between external channel partner escalation teams and Kenmore ensuring a "first in class"
brand experience for all levels of Kenmore customers.

JOB SUMMARY:
The Customer Service Manager is responsible for the execution of warranty and escalation resolution related to product/warranty as well as consumer marketplace order inquiries for all Kenmore products. This position is responsible for the investigation of retail/marketplace order tracking/troubleshooting, warranty claims to determine if they are valid, coordinating with internal partners (Home Services, Sears Parts Direct, Kenmore Product Management, Kenmore Engineering) for service and parts-related issues, communicating with external partners such as logistics and channel partners for order shipment tracking; monitoring process and
procedures of the call center, coaching the call center on best practices, assisting regulatory with BBB/Attorney General claims and overall support of the Kenmore brand and its products.

REPORTS TO:
Director, Customer Experience

Responsibilities/Skills/Experience Requirements

JOB DUTIES/RESPONSIBILITIES:

• Investigates/validates consumer warranty claims; includes thorough investigation into service records, parts orders, and warranty records to determine scope of issue and whether the customer is eligible for warranty assistance
• Determines if customer is eligible for refunds/replacements; executes warranty refund requests for non-repairable product, working with the Brands Controller and Accounts Payable
• Communicates with Channel Partner escalation teams to find resolution for external channel partner customer warranty claims; responsible for managing resolution by evaluating and analyzing all mitigating factors
• Responsible for ensuring accuracy in product registration for Kenmore consumers for effective service visits/records
• Analyzes work processes for sources of error, opportunities for improvement, and recommends suggested changes or improvements to their manager
• Obtains vendor materials and provides new product specification, warranty, and general product information to the call center team for product knowledge and aid in facilitation of customer inquiries
• Optimizes service levels for internal and external customers by listening to customer, field and channel partner input and reacting to feedback accordingly
• Facilitates improvements in part and repair schematics by analyzing tech complaints in the course of warranty investigations and escalating them to the Kenmore engineering/product team
• Communicates daily with customers, internal partners, logistics partners and channel partners both verbally and via email
• Assists marketplace customers with order processing, shipment tracking, returns, and exchanges
• Handle customer complaints and resolve issues timely and effectively.
• Provides social media response support (X (formerly Twitter) and Instagram responses)
• Supports the Kenmore Smart application for customer service issues through Zendesk (service tickets)
• Publishes customer service reports regarding warranty and replacement metrics
• Performs other duties as assigned

Responsibilities/Skills/Experience Requirements

JOB DUTIES/RESPONSIBILITIES:

• Investigates/validates consumer warranty claims; includes thorough investigation into service records, parts orders, and warranty records to determine scope of issue and whether the customer is eligible for warranty assistance
• Determines if customer is eligible for refunds/replacements; executes warranty refund requests for non-repairable product, working with the Brands Controller and Accounts Payable
• Communicates with Channel Partner escalation teams to find resolution for external channel partner customer warranty claims; responsible for managing resolution by evaluating and analyzing all mitigating factors
• Responsible for ensuring accuracy in product registration for Kenmore consumers for effective service visits/records
• Analyzes work processes for sources of error, opportunities for improvement, and recommends suggested changes or improvements to their manager
• Obtains vendor materials and provides new product specification, warranty, and general product information to the call center team for product knowledge and aid in facilitation of customer inquiries
• Optimizes service levels for internal and external customers by listening to customer, field and channel partner input and reacting to feedback accordingly
• Facilitates improvements in part and repair schematics by analyzing tech complaints in the course of warranty investigations and escalating them to the Kenmore engineering/product team
• Communicates daily with customers, internal partners, logistics partners and channel partners both verbally and via email
• Assists marketplace customers with order processing, shipment tracking, returns, and exchanges
• Handle customer complaints and resolve issues timely and effectively.
• Provides social media response support (X (formerly Twitter) and Instagram responses)
• Supports the Kenmore Smart application for customer service issues through Zendesk (service tickets)
• Publishes customer service reports regarding warranty and replacement metrics
• Performs other duties as assigned

JOB REQUIREMENTS:

• Associates Degree
• 3-4 years of related experience
• 18 years of age or older

REQUIRED SKILLS:

• Knowledge of Microsoft applications such as Word, Excel, Outlook, Teams
• Ability to quickly learn various systems
• Ability to analyze data and problem solve by accessing and obtaining information from multiple systems and combining them into a roadmap to conclusion
• Ability to communicate effectively written and verbally to indirect/direct reports, supervisors, co-workers and business partners
• Ability to influence and get work done through others who are not direct reports
• Ability to empathize and provide a positive warranty experience for Kenmore consumers facing challenges with their appliances

Years Experience

2 - 5 Years Experience

Travel Requirements

None

Country

United States

Work-In City

REMOTE

Work-In State

REMOTE

Work-In Postal Code

REMOTE

Business

Job Function

Customer Service

Employment Category

Regular, Full-time

Compensation Range

$24.23/hr

Additional Compensation Explanation

N/A

EEO/EOE Footer

Equal Opportunity Employer / Disability / Vet.