Bilingual Inbound Customer Service Agent

3 weeks ago

Memphis, United States GE Appliances Full time

At GE Appliances, a Haier company, we come together to make "good things, for life." As the fastest-growing appliance company in the U.S., we're powered by creators, thinkers and makers who believe that anything is possible and that there's always a better way. We believe in the power of our people and in giving them the freedom to explore, discover and build good things, together.

The GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities: we come together, we always look for a better way, and we create possibilities.

Interested in joining us on our journey?

Job Description Summary
Since 1990, Advanced Services Inc. (ASI) has been providing excellent customer service to GE Appliances consumers by resolving their questions or concerns about GE Appliances. During that time, we have developed a culture of celebrating and rewarding our employees We are leaders in positioning talent for exciting career paths and promotional opportunities. At ASI, our mission is to create happiness and well-being in every home.

Opportunities are available for candidates residing within these states: Utah, South Dakota, Texas, Oklahoma, Tennessee, Mississippi, Kentucky, Ohio and South Carolina.

Benefits & Perks:
Paid on-the-job training and mentoring
Work-from-home opportunities (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
Position
Bilingual Inbound Customer Service Agent - Consumer Relations (Remote)
Location
USA, Memphis, TNUSA, Austin, TX, USA, Columbia, SC, USA, Columbus, OH, USA, Louisville, KY, USA, Nashville, TN, USA, Oklahoma City, OK, USA, Salt Lake City, UT, USA, Sioux Falls, SD

How You'll Create Possibilities

As a Bilingual Remote Consumer Advocate with ASI/GE Appliances, you will resolve escalated customer service issues (in English and Spanish). In your role you will create an outstanding quality service experience for the GE Appliance consumer, advocating with multiple internal departments on their behalf for reasonable and satisfactory resolutions. This position is an excellent opportunity for those wanting to positively impact the owner's experience and wish to start an exciting career

  • We offer a base rate of $17.85/hour+ incentives based on your quality scores - paid weekly.
  • Training requires a 10-week full-time shift Monday-Friday 8:30 AM- 5:00 PM (CST).
  • After training, you can expect to work an 8-hour shift between the business hours of 7:00 AM to 6:00 PM (CST), Monday through Friday.
After 10 weeks of training, you will utilize multiple Windows-based programs and other internal applications to:
  • 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.
What You'll Bring to Our Team

Position 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 (preferred)
Soft Skills
  • 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
Requirements for Remote Work Environment
  • 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


Our Culture

At GE Appliances, creativity meets passion and conversations lead to exceptional outcomes and experiences. We respect and value the unique backgrounds and experiences that everyone brings to GE Appliances. We believe a diverse workplace, where everyone is included and people can be their true and authentic selves, fosters creativity and innovation. We know our differences are our greatest strength. The very best innovations across every function of a company come from diverse teams. Our commitment to ensuring a safe and inclusive workplace where everyone is valued allows employees to perform at their best, every day. Diversity at GE Appliances helps us achieve zero distance to our owners, innovate smartly and connect to the communities and customers we serve. We encourage and support the ideas, aspirations, and the wellbeing of everyone - our employees and our communities

GE Appliances is a trust-based organization. It is important we offer our employees the flexibility they need to do their best work while balancing the needs of the business and individuals. When you join GE Appliances, you will have the opportunity to work with your leader to create a flexible work arrangement that balances the needs of the individual, team, and organization.

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.

GE Appliances participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S

If you are an individual with a disability and need assistance or an accommodation to use our website or to apply, please send an e-mail to ask.recruiting@geappliances.com

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