Inbound Customer Service Agent-Bodewell Remote

GE Appliances•Memphis, TN

4d•Remote

About The Position

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 . 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. During that time, we have developed a culture of celebrating and rewarding our employees. We are leaders in positioning talent for exciting career paths and promotional opportunities. At ASI, our mission is to create happiness and well-being in every home. This is a 100% remote position. Opportunities are available for candidates residing within these states: Utah, South Dakota, Texas, Oklahoma, Tennessee, Mississippi, Kentucky, Ohio, and South Carolina. Assigned Shift: Monday–Friday, 10:30 AM – 7:00 PM (CST) (Weekends off) Commitment to all training days is mandatory; no absences are permitted during this period. 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: 8 hour shifts, 5 days a week, 10:30 AM to 7:00 PM (CST) with weekends 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 to Friday, 8:00 AM to 4:30 PM (CST), 5 days a week. Commitment to all training days is mandatory; no absences are permitted during this period. 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 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. This reflects our dedication to creating solutions that: Empower colleagues by fostering an environment where all voices are heard, valued, and encouraged to contribute. Strengthen communities where we live and work. Reinforce a culture of belonging, purpose, and engagement. Reflect the diversity of the communities we serve through our workforce, products, and practices. By further embedding Zero Distance into our People and Culture framework, we will continue to build a deeply connected organization. We are cultivating a culture of engagement, belonging, and connection, because while attracting new talent remains a priority, retention is a cornerstone of our strategy. 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 If you are an individual with a disability and need assistance or an accommodation to use our website or to apply, please send an e-mail to [email protected]

Requirements

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.
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.
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.
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.

Responsibilities

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.
Provide product information, registration support, as well as service, parts, delivery, and dealer location inquiries.
Provide resolution to owner issues through troubleshooting, sales, service, referrals and providing minor concessions.
Provide limited support to Non-GE Appliance branded appliance owners.
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.

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