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

GE Appliances, a Haier company, is seeking a Bilingual Remote Consumer Advocate to provide exceptional customer service. In this role, you will resolve escalated customer service issues in English and Spanish while advocating for customers with various internal departments to ensure satisfactory resolutions.

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
• 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
• Remote work opportunities subject to business needs. Otherwise, a normal office environment with lighting and climate-controlled temperatures
• 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
• Previous experience working from home