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

About the role

At Advanced Services Inc. (ASI), a division of GE Appliances, we provide excellent customer service to GE Appliances consumers. We are looking for a Bilingual Remote Consumer Advocate to resolve escalated customer service issues in English and Spanish.

Responsibilities

• Resolve escalated customer service issues
• 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
• Flexibility, adaptability to change, critical thinking, desire to work in a team environment

Qualifications

• Ability to communicate effectively in English
• Ability to work remotely
• Experience with multiple Windows-based programs and internal applications

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

$17.85/hour + incentives based on quality scores - paid weekly

Schedule

After training, 8-hour shift between 7:00 AM to 6:00 PM (CST) Monday through Friday