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Inbound Customer Service Agent – Consumer Relations (Remote)
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About the position
At GE Appliances, a Haier company, we come together to make “good things, for life.” As the fastest-growing appliance company in the U.S., we’re powered by creators, thinkers and makers who believe that anything is possible and that there’s always a better way. We believe in the power of our people and in giving them the freedom to explore, discover and build good things, together. The GEA Way philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities: we come together , we always look for a better way , and we create possibilities . Interested in joining us on our journey? Since 1990, Advanced Services Inc. (ASI) has been providing excellent customer service to GE Appliances consumers by resolving their questions or concerns about GE Appliances. During that time, we have developed a culture of celebrating and rewarding our employees! We are leaders in positioning talent for exciting career paths and promotional opportunities. At ASI, our mission is to create happiness and well-being in every home. Opportunities are available for candidates residing within these states: Utah, South Dakota, Texas, Oklahoma, Tennessee, Mississippi, Kentucky, Ohio and South Carolina. As a Remote Consumer Advocate with ASI/GE Appliances, you will resolve escalated customer service issues . In your role you will create an outstanding quality service experience for the GE Appliance consumer, advocating with multiple internal departments on their behalf for reasonable and satisfactory resolutions. This position is an excellent opportunity for those wanting to positively impact the owner's experience and wish to start an exciting career! We offer a base rate of \$17.00/hour+ incentives based on your quality scores - paid weekly. Training requires a 10-week full-time shift Monday-Friday 8:30 AM- 5:00 PM (CST). After training, you can expect to work an 8-hour shift between the business hours of 7:00 AM to 6:00 PM (CST), Monday through Friday.
Responsibilities
Take ownership in resolving escalated customer concerns, including capturing all the facts surrounding complaints, following the outlined steps to resolve issues, data management, and responding to all letters of inquiry.
Follow up with customers using phone, email, or text to resolve appliance-related concerns, and close out cases with successful actions.
Find creative solutions that are in the best interest of the customers and GE Appliances when negotiating and implementing concessions.
Interact and coordinate with all necessary stakeholders to successfully resolve consumer issues, i.e., zones, dispatchers, technicians, etc.
Gather information from various resources and surface concerns with suggested resolutions to the Team Leader or Team Manager.
Complete consumer reviews for satisfaction before case closure.
Meet work schedule demands and obligations with compliance, integrity, and according to values, processes and policies
Requirements
High School Diploma or GED
Minimum of 1-year Call-Center experience
Minimum of 2-years Escalated Customer Service experience
Ability to communicate effectively in English is a requirement
Excellent written & verbal skills
Moderate to advanced computer skills; navigating multiple online applications
Exceptional organizational skills; ability to effectively multi-task
Ability to handle high-volume calls while simultaneously handling multiple online applications
Dedicated distraction free work area that is quiet and spacious enough for ASI-provided equipment (i.e., dual monitors, keyboard, mouse, cords, and an ethernet cord)
WFH environment with lighting and climate-controlled temperatures.
A local internet provider and an ethernet connection: no Satellite, Pre-paid, or DSL internet connections allowed due to security issues
Internet Speed Requirements: Ping 50 Mbps or lower Download 50 Mbps or higher Upload 15 Mbps or higher
Nice-to-haves
Previous experience working from home (preferred)
Passion for helping customers and problem-solving
Flexible with the ability to take direction from management yet work independently to achieve goals
Active listening skills and the ability to ask questions
Conflict resolution skills; negotiation skills; and time management skills
Flexibility, being the ability to adapt to change.
Critical thinking skills
Desire to work in a team environment towards common goals
Ability to remain calm and show empathy while handling challenging customer concerns
Benefits
Paid on-the-job training and mentoring
Work-from-home opportunities (equipment provided)
No weekend shifts
Paid time off
Medical, dental, vision, and prescription benefits eligibility on day 1 of employment
