Kevin Stevens

Order Clerical Specialist @Sears Home & Business Franchises

Lewis Center, OH, US

JOB DUTIES/RESPONSIBILITIES:• Facilitates the relationship between customers, franchise owners and Branch Managers by analyzing & collecting customer data toresolve customer issues while working through the department guidelines to ensure proper remediation occurs.• Reports to Operations Manager reoccurring franchise and customer issues in order to make recommendations for improvement• Ensures that all customer chargebacks and Web Master complaints are communicated properly to the franchise owner• Monitors and tracks web-based surveys & online review boards for customer issues/complaints that can be resolved with themembers or/and shared with operations team for training purposes.• Documents and records all customer complaint information via web database• Processes the full cycle background procedure for Franchise System & employees, to include inputting individual information intosystem, creating physical badges with photo id & mailing individual badges to owner locations.• Coordinates all National Product Services (Warranty) Garage Door Orders Program requirements to include aging, discrepancies & reconciliations including monitor/close, set-up/creation for all types of calls, i.e. in warranty, warranty validation, payroll transfer,service protection, cash calls, cash labor & cancellation.• Monitor & reply to National Product Services email or in other customer resolution communication channels• Performs other duties as assigned