Inbound Customer Service Agent – Consumer Relations (Remote)

About the role

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. Opportunities are available for candidates residing within these states: Utah, South Dakota, Texas, Oklahoma, Tennessee, Mississippi, Kentucky, Ohio and South Carolina.

Responsibilities

• Resolve escalated customer service issues
• Create an outstanding quality service experience for the GE Appliance consumer
• Advocate with multiple internal departments on behalf of the consumer 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 when negotiating and implementing concessions
• Interact and coordinate with all necessary stakeholders to successfully resolve consumer issues
• 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

Requirements

• 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; navigating multiple online applications
• Exceptional organizational skills; ability to effectively multi-task
• Previous experience working from home (preferred)
• Soft Skills: 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

Qualifications

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

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

Skills

• Highly effective communication skills
• Ability to manage multiple tasks and prioritize effectively
• Strong problem-solving and conflict resolution skills
• Effective time management and multitasking abilities
• Ability to work independently and as part of a team
• Excellent written and verbal communication skills
• Advanced computer skills, including proficiency with multiple online applications
• Ability to handle high-volume calls and inquiries
• Knowledge of GE Appliances products and services

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

Pay

The base rate of pay is $17.00/hour+ incentives based on your quality scores - paid weekly.

Schedule

This position is an excellent opportunity for those wanting to positively impact the owner's experience and wish to start an exciting career! 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.