Bilingual Spanish Inbound Customer Service Agent - Consumer Relations (Remote)

About the role

At Advanced Services Inc. (ASI), a division of GE Appliances, we provide exceptional customer service to GE Appliances consumers. Since 1990, we've been dedicated to resolving customer questions and concerns, and we're committed to celebrating and rewarding our employees.

Responsibilities

• Resolve escalated customer service issues in English and Spanish
• Create an outstanding quality service experience for GE Appliances consumers
• Advocate with multiple internal departments for reasonable and satisfactory resolutions
• Take ownership in resolving escalated customer concerns
• Follow up with customers using phone, email, or text to resolve appliance-related concerns
• Close out cases with successful actions
• Find creative solutions that are in the best interest of the customers and GE Appliances
• Interact and coordinate with all necessary stakeholders to resolve consumer issues
• Gather information from various resources and surface concerns with suggested resolutions
• Complete consumer reviews for satisfaction before case closure

Requirements

• Ability to communicate effectively and proficiently using both English and Spanish
• High School Diploma or GED
• Minimum of 1-year Call-Center experience
• Minimum of 2-years Escalated Customer Service experience
• Excellent written & verbal skills
• Moderate to advanced computer skills
• Exceptional organizational skills
• Ability to handle high-volume calls while handling multiple online applications
• Previous experience working from home (preferred)
• Soft Skills: Passion for helping customers and problem-solving, flexible, active listening, conflict resolution, negotiation, time management, empathy, and adaptability

Qualifications

• Ability to communicate effectively in English
• Ability to work remotely
• Flexibility to adapt to change

Skills

• Customer service skills
• Problem-solving skills
• Communication skills (written and verbal)
• Computer skills
• Organizational skills

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

Pay

The base rate for this position is $17.85/hour plus incentives based on quality scores, paid weekly.

Schedule

This position requires a 10-week full-time shift from Monday to Friday, 8:30 AM to 5:00 PM (CST). After training, you can expect to work an 8-hour shift between 7:00 AM to 6:00 PM (CST), Monday through Friday.