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 the outlined steps to resolve issues, data management, and respond to all letters of inquiry
• 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
• Ability to communicate effectively in English is a requirement
• 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

Skills

• Passion for helping customers and problem-solving
• 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

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

Schedule

• 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

Company Culture

Our work is centered on our People and Culture as reflected in our Zero Distance philosophy and we recognize the importance of reaffirming our commitment to inclusion and diversity (I&D). This underscores our commitment to fostering an environment where every individual feels valued, connected, and empowered to contribute, while positioning our organization to adapt seamlessly to the evolving needs of our workforce and communities.