Advanced Services, Inc. is seeking a Bilingual Spanish Inbound Customer Service Agent to join our Consumer Relations team remotely. In this role, you will resolve escalated customer service issues for GE Appliances consumers in both English and Spanish. You'll act as an advocate with internal departments to find satisfactory resolutions and create an outstanding service experience.
What You'll Do
- Take ownership in resolving escalated customer concerns, including capturing facts, following resolution steps, data management, and responding to letters of inquiry.
- Follow up with customers using phone, email, or text to resolve appliance-related concerns and close out cases successfully.
- Find creative solutions in the best interest of customers and GE Appliances when negotiating and implementing concessions.
- Interact and coordinate with all necessary stakeholders to resolve consumer issues.
- Gather information and surface concerns with suggested resolutions to leadership.
- Complete consumer reviews for satisfaction before case closure.
- Meet work schedule demands and obligations with compliance, integrity, and according to values, processes and policies.
What We're Looking For
- Ability to communicate effectively and proficiently using both English and Spanish language in written and verbal form.
- High School Diploma or GED.
- Minimum of 1-year Call-Center experience.
- Minimum of 2-years Escalated Customer Service experience.
- 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.
- Passion for helping customers and problem-solving.
- Flexibility, critical thinking, conflict resolution, negotiation, and time management skills.
- Desire to work in a team environment towards common goals.
- Ability to remain calm and show empathy while handling challenging customer concerns.
- A local internet provider and an ethernet connection (no Satellite, Pre-paid, or DSL) meeting speed requirements: Ping 50 Mbps or lower, Download 50 Mbps or higher, Upload 15 Mbps or higher.
Nice to Have
- Previous experience working from home.
Technical Stack
- Windows-based programs
- Multiple online applications
Team & Environment
You will report to a Team Leader or Team Manager and work collaboratively towards common goals in a team environment.
Benefits & Compensation
- Compensation: $17.85/hour base rate + incentives based on quality scores.
- Paid on-the-job training and mentoring.
- Work-from-home opportunities with equipment provided.
- No weekend shifts.
- Paid time off.
- Medical, dental, vision, and prescription benefits eligibility on day 1 of employment.
- 401(k) program with a company match.
- Short-term and long-term disability.
- Life insurance.
- Appliance discount program.
- Tuition reimbursement.
- Gym membership reimbursement.
- Career growth opportunities.
Work Mode
This is a remote position open to candidates in the following locations: Rapid City, SD; Austin, TX; Columbia, SC; Columbus, OH; Jackson, MS; Louisville, KY; Nashville, TN; Oklahoma City, OK; Salt Lake City, UT; Sioux Falls, SD.
GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
