Inbound Customer Service Agent-Bodewell Remote

Advanced Services Inc.•Salt Lake City, UT

1d•$15•Remote

About The Position

The GEA Way 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 GEA Way 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. 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. Shift: Monday–Friday, 7:00 AM – 3:30 PM (CST) (Weekends off) 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: M-F, 7:00-3:30 pm (CST), (Weekends off). We offer a base rate of $15.00/hour+ incentives based on your quality scores - paid weekly. 5-week full-time training: 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. Starting week 6-training schedule: 8 hour shifts, 5 days a week, between 7:00 AM to 3:30 PM (CST) with (Fridays and weekends off). 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

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

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