Note: The job is a remote job and is open to candidates in USA. GE Appliances, a Haier company, is the fastest-growing appliance company in the U.S., focused on creating good things for life. They are seeking a Remote Consumer Advocate to resolve escalated customer service issues and create an outstanding quality service experience for GE Appliance consumers.
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
Skills
- 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
- Dedicated distraction free work area that is quiet and spacious enough for ASI-provided equipment (i.e., dual monitors, keyboard, mouse, cords, and an ethernet cord)
- WFH 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
Benefits
- Paid on-the-job training and mentoring
- Work-from-home opportunities (equipment provided)
- No weekendshifts
- 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
Company Overview
At GE Appliances, a Haier company, we come together to make good things, for life. Headquartered in Louisville, Kentucky, we are a leading U.S. It was founded in 2001, and is headquartered in Louisville, Kentucky, USA, with a workforce of 10001+ employees. Its website is http://geappliancesco.com/.