Senior Representative, Customer Contact Center - French -English

Whirlpool • Atlanta, GA

16d • Remote

About The Position

Whirlpool Corporation (NYSE: WHR) is a leading home appliance company, in constant pursuit of improving life at home. As the only major U.S.-based manufacturer of kitchen and laundry appliances, the company is driving meaningful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, KitchenAid, JennAir, Maytag, Amana, Brastemp, Consul, and InSinkErator. In 2024, the company reported approximately $17 billion in annual sales - close to 90% of which were in the Americas - 44,000 employees, and 40 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com.
Whirlpool is currently seeking qualified candidates for a Senior Representative, Customer Contact Center.
This role is remote except for candidates who reside in MI or TN within 30 miles of the Customer Experience Center. This role will be in the Consumer Experience Department.
Candidates in those counties are required to work onsite at the Whirlpool Contact Center
Whirlpool is the world’s leading kitchen and laundry appliance company and markets Whirlpool, Maytag, KitchenAid, Jenn-Air, Amana, and other major brand names. This role requires you to speak English and French.

Requirements

• High School Diploma or GED
• 2+ years of customer contact center experience (virtual or in-person)

Nice To Haves

• Bachelor's Degree
• Previous roles within Consumer Experience Department
• Experience working in a virtual/remote environment
• Excellent verbal and written communication skills
• Demonstrated achievements with personal KPIs
• Experience in SAP ECC
• Exemplify ownership of customer issues by troubleshooting issues and quickly finding appropriate resolutions while maintaining a professional demeanor
• Experience working in a fast-paced environment while managing multiple computer programs and work channels across multiple screens

Responsibilities

• Processing customer requests and resolving inquiries or issues within a timely manner while focusing on the customer experience and following team guidelines
• Bilingual in French and English
• Understanding and following detailed Standard Operating Procedures
• Inbound contacts via multiple channels - phone, email, chat, work items
• Manage multiple tasks and computer systems
• Providing exemplary customer service to both internal and external partners
• Embracing rapid change and acquiring new skills while meeting/exceeding metrics
• Managing and interpreting communications from email notifications, chats, or other Whirlpool communication systems, and proactively asking questions if needed
• Learning through computer-based training modules or recordings of tasks
• Negotiating through escalated customer interactions by demonstrating exemplary customer service skills and issue ownership
• Intermediate/Advanced computer skills
• Work full-time/40-hour schedule
• Work between 8:00 am-6:00 pm EST Monday through Friday
• If working remotely: Cable or DSL internet service must be available in your area with a 12+ Mbps download and roughly 2 Mbps upload speed. Neither Satellite service nor WI-FI is acceptable. A wired Ethernet cable connection is required.
• Ability to provide in-home work space free from noise, distractions, etc.

Benefits

• Generous benefits package
• Whirlpool employee discount
• fitness & educational reimbursement programs
• kitchenettes
• Beautiful, recently renovated office space
• free coffee
• biking/walking trails
• access to The Eddy - Early Childhood Center (depending upon availability - additional costs required).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees