GE Appliances, a Haier company, is hiring a Remote Inbound Customer Service Agent for our Consumer Relations team. You will serve as a consumer advocate, taking ownership of escalated customer service issues to create an outstanding quality service experience. Your role involves advocating with internal departments on behalf of customers to achieve 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 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 to successfully resolve consumer issues, such as zones, dispatchers, and technicians.
- 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 company values, processes, and policies.
What We're Looking For
- High School Diploma or GED
- Minimum of 1 year of Call-Center experience
- Minimum of 2 years of Escalated Customer Service experience
- Ability to communicate effectively in English is a requirement
- Excellent written and verbal skills
- Moderate to advanced computer skills, including navigating multiple online applications
- Exceptional organizational skills and the 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 to take direction from management yet work independently to achieve goals
- Active listening skills and the ability to ask questions
- Conflict resolution, negotiation, and time management skills
- Flexibility and 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
Nice to Have
- Previous experience working from home
Technical Stack
- Multiple Windows-based programs
- Other internal applications
Team & Environment
You will report to a Team Leader or Team Manager.
Benefits & Compensation
- 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
Compensation is a base rate of $17.00/hour plus incentives based on your quality scores, paid weekly.
Work Mode
This is a fully remote position. Candidates must be located in one of the following areas: 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.
