Lead Support Specialist

Job Description 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/Skills/Experience Requirements Specific Essential Functions: • Ability to read, write and speak English • Ability to lead others to deliver business results • Ability to work with minimal supervision • Ability to work productively and effectively when faced with stressful situations. This includes maintaining effective interactions with others under stressful working conditions • Ability to effectively communicate with co-workers, supervisors, management, or customers one-on-one or in a small group setting • Ability to work well with others in a group, cooperate with others, offer to help when needed, and foster a team climate that brings out the best in team members. Collaborates and builds relationships with others to get the job done and deliver high performance results • Ability to treat others with respect and dignity and to continually work in a professional business-like manner • Ability to generate alternative solutions when faced with a problem, evaluates the consequences of choosing each alternative and selects the most promising alternative • Ability to apply appropriate use of safety procedures and equipment to protect company and customer assets • Ability to apply appropriate use of personal protective equipment (i.e. back belt, safety glasses) • Ability to work around gas and oil products within the EPA and OSHA guidelines • Ability to work in non-air conditioned environment, where applicable • Ability to work variable and flexible hours including overtime • Ability to read and utilize reports as needed • Ability to follow ISO 9001 process guidelines Experience/Education/Certification Requirements: • High School diploma or equivalent (GED) preferred • Must be at least 18 years of age • Experience in a leadership or supervisory role preferred • Previous customer service or call center experience preferred • Knowledge of Internet based applications • Experience and aptitude with computers and databases Required Job Competencies: • Strong leadership and mentoring skills • Work well with others in a team setting to deliver high performance results • Follow specific process steps to ensure quality workmanship • Effective time management skills • Accept responsibility for work assignments and job duties and to be held accountable for their successful completion • Convey a positive image of the company and all actions and behaviors • Proficient in computer systems and standard software applications • Proficient in telephone operations and phone etiquette skills • Outstanding customer service skills • Proficient analytical and quantitative skills • Detail oriented, organizational skills • Excellent communication skills both verbal and written • Open to change and the ability to effectively implement change quickly 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 Sears Home Services - In Home Job Function Administrative/Clerical/Office Support Employment Category Regular, Full-time Compensation Range $24.00 Additional Compensation Explanation N/A EEO/EOE Footer Equal Opportunity Employer / Disability / Vet. Posting Tags #Remote, #IHSupport Company Brand Sears Home Services Location City Hoffman Estates Lead Support Specialist | Transformco

Created: 2025-11-21