Inbound Customer Service Agent-Bodewell (Remote)

GE Appliances, a Haier company, is the fastest-growing appliance company in the U.S. They are seeking an Inbound Customer Service Agent to provide direct support to GE Appliances Owners with a focus on sales and service, including product information and troubleshooting.

Responsibilities:

• Drive owner focused solutions for customer issues; utilizing creativity and judgment-based reasoning skills by receiving incoming calls, e-mails, chats or written inquiries and provide answers to contact inquiries related to product information, service, pre & post purchase and sales of parts, product and services
• Follows established guidelines, but when needed take partnership to implement concession guidelines that are in the best interest of the owner and GE Appliances, using GE Appliances contact center systems
• 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, such as directed
• Other duties as assigned

Requirements:

• One-year relevant working experience in a customer service or sales environment
• Must be a take-charge person, a self-starter, one who takes initiative with in-depth knowledge of processes and procedures, and execute strong follow through to resolve owner issues
• Requires ability to research, analyze data and make sound decisions relating to escalated owner matters while using good judgment to assist owners in a professional manner
• 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 within the organization
• Maintain professional interactions to promote and secure brand loyalty for GE Appliance Branded Products
• Acts with integrity, seeks leadership guidance as necessary to execute job responsibilities
• Familiarity with web-based systems to retrieve data for troubleshooting and resolution, comfortable navigating through multiple systems at once
• Ability to effectively work at home
• Computer skills to include: MS Office Suite and ability to navigate multiple systems and screens
• Dedicated work area that is quiet and spacious enough for ASI-provided equipment (i.e., dual monitors, keyboard, mouse, cords, and an ethernet cord)
• 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
• 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