Inbound Customer Service Agent - Consumer Relations (Remote)

The GEA Way

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 GEA Way 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?

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.

As a Consumer Advocate with ASI/GE Appliances, you will assist inbound consumers by advocating for a satisfactory resolution to escalated concerns within internal departments. This position is an excellent opportunity for those wanting to impact the owner's experience positively and wish to start an exciting career! 

Opportunities are available for candidates residing within 50 miles of the following approved locations: 

Louisville, Kentucky

Nashville, Tennessee

Memphis, Tennessee

Jackson, Mississippi

Greenville, South Carolina

San Antonio, Texas

Tulsa, Oklahoma

Cincinnati, Ohio

Rapid City, South Dakota

Salt Lake City, Utah

At this time, candidates living 50 miles outside of the cities mentioned above will not be considered for remote employment.

Position

Inbound Customer Service Agent - Consumer Relations (remote)

Location

USA, Salt Lake City, UT

Other OH US, Other OK US, Other SC US, Other SD US, Other TX US

How You'll Create Possibilities

We offer a base rate of $17.00/hour+ weekly 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. 

We also offer a comprehensive benefits package: 

• Discounts Program
• Medical, dental, vision, and prescription benefits eligibility on day 1 of employment 
• Gym membership reimbursement
• No weekend shifts
• Tuition Reimbursement
• Short-term and long-term disability
• Career growth opportunities 
• Work-from-home opportunities (equipment provided)
• Life insurance
• Paid time off
• Paid on-the-job training and mentoring

Job Duties & Responsibilities

• After the training period, you will be utilizing multiple Windows-based programs and other internal applications simultaneously to:
• Meet work schedule demands and obligations with compliance, integrity, processes, and policies. 
• Closeout cases with successful actions. 
• Negotiating and implementing concessions.         
• Leader or Team Manager   
• Complete consumer reviews for satisfaction before case closure.
• Follow up with customers using phone, email, or text to resolve appliance-related concerns and
• Find creative solutions that are in the best interest of the customers and GEA when
• Issues, i.e., zones, dispatchers, technicians, etc. 
• Gather information from various resources and surface concerns with suggested resolutions to the Team
• Take ownership in resolving GE Appliances' customer concerns, including data management, capturing all the facts, following the outlined steps to resolve issues and responding to all letters of inquiry. 
• Interact and coordinate with all necessary stakeholders to successfully resolve consumer

Required Qualifications & Skills  

• Exceptional organizational skills; ability to effectively multi-task.
• High School Diploma or GED
• Minimum of 1-year Call-Center experience
• Minimum of 2-years Escalations Customer Service experience
• Moderate to advanced computer skills; navigating multiple online applications. 
• Ability to communicate effectively in English is a requirement.
• Excellent written & verbal skills.
• Previous experience working from home. (preferred)
• Ability to handle high-volume calls while simultaneously handling multiple online applications

Soft Skills 

• Flexibility, being the ability to adapt to change. Critical thinking skills. 
• Desire to work in a team environment towards common goals.
• Passion for helping customers and problem-solving.
• Flexible with the ability to take direction from management yet work independently to achieve goals.
• Ability to remain calm while showing empathy while handling challenging customer concerns. 
• Conflict resolution skills; negotiation skills; and time management skills.
• Active listening skills and the ability to ask questions. 

What You'll Bring to Our Team

Requirements for Remote Work Environment

 

• Upload 15 Mbps or higher.
• Dedicated work area that is quiet and spacious enough for ASI-provided equipment (i.e., dual monitors, keyboard, mouse, cords, and an ethernet cord).
• Ping 50 Mbps or lower. 
• A local internet provider: no Satellite, Pre-paid, or DSL internet connections allowed due to security issues.
• Internet Speed Requirements: 

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 GEA, 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 [email protected]