Advanced Services, Inc. is hiring an Inbound Customer Service Agent – Consumer Relations to join our remote team. In this role, you will resolve escalated customer service issues for GE Appliances consumers, creating outstanding service experiences by advocating with internal departments for reasonable and satisfactory resolutions.
What You'll Do
- Take ownership in resolving escalated customer concerns, including capturing all facts, following outlined resolution steps, managing data, and responding to all letters of inquiry.
- Follow up with customers via phone, email, or text to resolve appliance-related concerns and close cases with successful actions.
- Find creative solutions in the best interest of both customers and GE Appliances when negotiating and implementing concessions.
- Interact and coordinate with all necessary stakeholders such as zones, dispatchers, and technicians to resolve consumer issues.
- 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.
What We're Looking For
- 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 with 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
- 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
- Dedicated distraction free work area that is quiet and spacious enough for ASI-provided equipment
- 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
- Internet 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
- Multiple Windows-based programs
Team & Environment
You will interact and coordinate with all necessary stakeholders such as zones, dispatchers, and technicians to successfully resolve consumer issues. You will report to a Team Leader or Team Manager.
Benefits & Compensation
- Base rate of $17.00/hour + 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 fully 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.
