Job Order Detail

Description

Service Desk Manager

Major Responsibilities

1. Create an environment of positive associate engagement by actively promoting Sears Mission, Vision and Values, conducting regular communication meetings and having active recognition and associate development plans in place. Build a successful team by conducting regular reviews with CSD associates, recognizing performance and coaching to develop selling skills that will help to drive personal and team results.

2. Ensure teams deliver the customer promise with every customer interaction and by maintaining CSD standards. Drive results of the Customer Loyalty Index (CLI), in particular with the check out process, and coach associates to provide accurate, efficient and superior service with every customer interaction.

3. Drive flawless execution of corporate initiatives to ensure resources are used effectively in all operational processes. Direct team to achieve set goals at the CSD and Catalogue areas, including credit acquisition plans and all corporately approved programs (eg. Charity fundraising, email acquisitions, customer survey).

4. Ensure all associates work in compliance with all laws and regulations and attend and complete all required health and safety training, report all accidents and take every precaution reasonable to ensure personal safety and the safety of others and perform other duties as required. Perform other duties as required.

Qualifications/Competencies

Demonstrated team player

Excellent selling service skills

Demonstrated leadership skills


Education

Secondary School graduation

Apprenticeship program, or specialized training

Business Administration/Marketing