Inbound Customer Service Agent-Bodewell Remote

GE Appliances, a Haier company, is the fastest-growing appliance company in the U.S., focused on creating good things for life. As an Inbound Customer Service Agent, you will provide direct support to GE Appliances Owners, balancing customer service and inbound sales while meeting defined performance metrics and KPIs.

Responsibilities:

• Handle high-volume inbound calls that combine customer service with inbound sales
• Identify opportunities to upsell products, services, warranties, and memberships
• Provide product information, registration support, as well as service, parts, delivery, and dealer location inquiries
• Provide resolution to owner issues through troubleshooting, sales, service, referrals and providing minor concessions
• Utilize multiple Windows-based programs and other internal applications to drive owner focused solutions for customer issues
• 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
• 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