Bilingual Spanish Inbound Customer Service Agent - Consumer Relations (Remote)

GE Appliances, a Haier company, is seeking a Bilingual Remote Consumer Advocate to provide excellent customer service to consumers. The role involves resolving escalated customer service issues in both English and Spanish, advocating for customers, and ensuring a positive experience with GE Appliances.

Responsibilities:

• Take ownership in resolving escalated customer concerns, including capturing all the facts surrounding complaints, following the outlined steps to resolve issues, data management, and responding to all letters of inquiry
• Follow up with customers using phone, email, or text to resolve appliance-related concerns, and close out cases with successful actions
• Find creative solutions that are in the best interest of the customers and GE Appliances when negotiating and implementing concessions
• Interact and coordinate with all necessary stakeholders to successfully resolve consumer issues, i.e., zones, dispatchers, technicians, etc
• 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

Requirements:

• 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
• Ability to communicate effectively in English is a requirement
• 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
• Previous experience working from home