Inbound Customer Service Agent-Bodewell Remote

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.

The GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities: we come together, we always look for a better way, and we create possibilities.

Interested in joining us on our journey?

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

Assigned Shift: Monday, Tuesday, Thursday, Friday, 7:00 AM - 5:30 PM CST (Wednesdays off) - 4 days x 10 hours per day. Commitment to all training days is mandatory; no absences are permitted during this period.

Benefits & Perks:

• 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

As an Inbound Customer Service Agent with ASI/GE Appliances, you will provide direct support to GE Appliances Owners with a strong focus on sales and service by balancing customer service and inbound sales by identifying opportunities to upsell products and services while consistently meeting defined sales performance metrics and KPIs as a core requirement of the role. Responsibilities include providing product information, registration support, as well as service, parts, delivery, and dealer location inquiries. Concierge agents will provide resolution to owner issues through troubleshooting, sales, service, referrals and providing minor concessions. This position will provide limited support to Non-GE Appliance branded appliance owners.

• Assigned Shift: 10 hour shifts, 4 days a week, Monday, Tuesday, Thursday, Friday, 7:00 AM - 5:30 PM (CST) (Wednesdays off).
• We offer a base rate of $15.00/hour+ incentives based on your quality scores - paid weekly.
• 9-week full-time training shift: Monday through Friday 8:00am-4:30pm CST. Commitment to all training days is mandatory; no absences are permitted during this period.
• On the 10th week of employment, you will start with your regular "Assigned Shift" hours, as stated above.
• This role is required to participate in a shift bid twice a year to change schedules during our business hours of 7am-7pm CST. You must be available to work any shift between our business hours.

After 9 weeks of training, you will utilize multiple Windows-based programs and other internal applications to:

• Drive owner focused solutions for customer issues; utilizing creativity and judgment-based reasoning skills by receiving incoming calls, e-mails, chats or written inquiries and provide answers to contact inquiries related to product information, service, pre & post purchase and sales of parts, product and services
• Follows established guidelines, but when needed take partnership to implement concession guidelines that are in the best interest of the owner and GE Appliances, using GE Appliances 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 for all
• Support other parts of the business, such as directed
• Other duties as assigned

What you need to Succeed:

• One-year relevant working experience in a customer service or sales environment
• Must be a take-charge person, a self-starter, one who takes initiative with in-depth knowledge of processes and procedures, and execute strong follow through to resolve owner issues
• Requires ability to research, analyze data and make sound decisions relating to escalated owner matters while using good judgment to assist owners in a professional manner
• Requires a high degree of concentration and attention to detail to manage daily activity
• Excellent team player with verbal, written and interpersonal skills, with 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 at home
• Computer skills to include: MS Office Suite and ability to navigate multiple systems and screens

Requirements for Remote Work Environment:

• Dedicated work area that is quiet and spacious enough for ASI-provided equipment (i.e., dual monitors, keyboard, mouse, cords, and an ethernet cord)
• A local internet provider and an ethernet connection: no Satellite, Pre-paid, or DSL internet connections allowed due to security issues

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

Our 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.

GE Appliances is a trust-based organization. It is important we offer our employees the flexibility they need to do their best work while balancing the needs of the business and individuals. When you join GE Appliances, you will have the opportunity to work with your leader to create a flexible work arrangement that balances the needs of the individual, team, and organization.

GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE Appliances participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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