Advanced Services, Inc. (ASI) / GE Appliances, a Haier company, is looking for an Inbound Customer Service Agent to provide direct support to GE Appliances owners with a strong focus on sales and service. You will be responsible for handling product information, registration, service, parts, delivery, and dealer inquiries, providing resolution through troubleshooting, sales, service referrals, and concessions.
What You'll Do
- Receive incoming calls, emails, chats, or written inquiries to provide answers related to product information, service, pre & post purchase, and sales of parts, products, and services.
- Follow established guidelines and take partnership to implement concession guidelines in the best interest of the owner and GE Appliances.
- Create, update, and retrieve owner records for logging facts surrounding complaints, actions, and resolutions.
- Proactively provide feedback to Quality and Training to help keep training processes and materials updated.
- Adhere to safety policies and procedures to ensure a safe work environment for all.
- Support other parts of the business as directed.
What We're Looking For
- One-year relevant working experience in a customer service or sales environment.
- Must be a take-charge person, a self-starter, who takes initiative with in-depth knowledge of processes and procedures.
- Ability to research, analyze data, and make sound decisions relating to escalated owner matters using good judgment.
- Requires a high degree of concentration and attention to detail to manage daily activity.
- Excellent team player with verbal, written, and interpersonal skills, with ability to interact with owners at all levels.
- Familiarity with web-based systems to retrieve data for troubleshooting and resolution.
- Ability to effectively work at home.
- Computer skills to include: MS Office Suite and ability to navigate multiple systems and screens.
- Dedicated distraction-free work area that is quiet and spacious enough for ASI-provided equipment.
- A local internet provider and an ethernet connection: no Satellite, Pre-paid, or DSL internet connections allowed.
- Internet Speed Requirements: Ping 50 Mbps or lower, Download 50 Mbps or higher, Upload 15 Mbps or higher.
- Must be available to work any shift between business hours of 7am-7pm CST and participate in shift bids twice a year.
- Commitment to all 5-week training days is mandatory; no absences are permitted during this period.
Nice to Have
- 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.
Technical Stack
- Multiple Windows-based programs
- GE Appliances contact center systems
- MS Office Suite
Benefits & Compensation
- Base rate of $15.00/hour + incentives based on quality scores - paid weekly.
- 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 one 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 residing in Utah, South Dakota, Texas, Oklahoma, Tennessee, Mississippi, Kentucky, Ohio, or South Carolina.
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.
