Job Description
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Role Description
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.
- Qualifications
- 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).
- Requirements
- 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.
- Benefits
- 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.
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