Inbound Customer Service Agent-Bodewell Remote

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.

About the Role

Since 1990, Advanced Services Inc. (ASI) has been providing excellent customer service to GE Appliances consumers by resolving questions, troubleshooting issues, and supporting product and service needs. In this role, agents handle high-volume inbound calls that combine customer service with inbound sales, including identifying opportunities to upsell products, services, warranties, and memberships while delivering a positive customer experience. This is a 100% remote position available for candidates residing in Utah, South Dakota, Oklahoma, Tennessee, Mississippi, Kentucky, Ohio, and South Carolina.

Schedule

• Assigned Shift: Monday, Tuesday, Thursday, Friday, 7:00 AM - 5:30 PM CST (Wednesdays off) — 4 days × 10 hours per day.
• 9-week full-time training shift: Monday through Friday, 8:00 AM - 4:30 PM CST. Commitment to all training days is mandatory; no absences are permitted during this period.
• On the 10th week, transition to the regular assigned shift.
• Required to participate in a shift bid twice a year to change schedules within business hours of 7:00 AM - 7:00 PM CST. Must be available to work any shift between these hours.

Pay

Base rate of $15.00/hour plus incentives based on quality scores — paid weekly.

Benefits

• Paid on-the-job training and mentoring
• Work-from-home opportunity (equipment provided)
• No weekend shifts
• Paid time off
• Medical, dental, vision, and prescription benefits eligibility on day one of employment
• 401(k) program with company match
• Short-term and long-term disability
• Life insurance
• Appliance discount program
• Tuition reimbursement
• Gym membership reimbursement
• Career growth opportunities

Responsibilities

• Provide direct support to GE Appliances owners with a strong focus on sales and service by balancing customer service and inbound sales, identifying opportunities to upsell products and services while consistently meeting defined sales performance metrics and KPIs.
• Provide product information, registration support, as well as service, parts, delivery, and dealer location inquiries.
• Resolve owner issues through troubleshooting, sales, service, referrals, and providing minor concessions.
• Provide limited support to non-GE Appliance branded appliance owners.
• Utilize multiple Windows-based programs and internal applications to drive owner-focused solutions for customer issues, using creativity and judgment-based reasoning skills.
• Receive incoming calls, emails, chats, or written inquiries and provide answers related to product information, service, pre- and post-purchase, and sales of parts, products, and services.
• Follow established guidelines and implement concession guidelines in the best interest of the owner and GE Appliances using contact center systems.
• Create, update, and retrieve owner records for logging facts surrounding complaints, actions, and resolutions.
• Proactively provide feedback to Quality and Training to help keep training processes and materials updated.
• Adhere to safety policies and procedures to ensure a safe work environment.
• Support other parts of the business as directed.
• Perform other duties as assigned.

Requirements

• One-year relevant working experience in a customer service or sales environment.
• Must be a take-charge person, a self-starter with in-depth knowledge of processes and procedures, and execute strong follow-through to resolve owner issues.
• Ability to research, analyze data, and make sound decisions relating to escalated owner matters while using good judgment to assist owners professionally.
• High degree of concentration and attention to detail to manage daily activity.
• Excellent team player with verbal, written, and interpersonal skills, with the ability to interact with owners at all levels within the organization.
• Maintain professional interactions to promote and secure brand loyalty for GE Appliance branded products.
• Acts with integrity, seeks leadership guidance as necessary to execute job responsibilities.
• Familiarity with web-based systems to retrieve data for troubleshooting and resolution; comfortable navigating through multiple systems at once.
• Ability to effectively work from home with computer skills including MS Office Suite and the ability to navigate multiple systems and screens.

Remote Work Environment Requirements

• Dedicated work area that is quiet, spacious, and distraction-free for ASI-provided equipment (e.g., 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

Skills

• Passion for helping customers and problem-solving
• Flexibility 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
• 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