Senior Representative, Customer Contact Center

Whirlpool • Cleveland, TN

7d • Remote

About The Position

Whirlpool is currently seeking qualified candidates for a Senior Representative, Customer Contact Center.
This role is remote except for candidates who reside in MI - Berrien, Cass, or Van Buren
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 position is within the Supply Chain organization in the Trade Experience Department. In this role, you will handle escalations and assist customers (THD employees, consumers, and Sales) through email/chat media, handle reports, and work directly with Trade Operations on files to help The Home Depot.

Requirements

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

Nice To Haves

• Previous Trade Experience
• Previous virtual call center experience or applicable supply chain experience
• Excellent verbal and written communication skills
• Demonstrated achievements with personal KPIs
• Experienced in SAP ECC
• Spreadsheet/MS Excel
• Experience working in a fast-paced environment while managing multiple computer programs, across multiple screens.
• Manipulating and analyzing data
• Attention to detail
• Problem-solving
• Work collaboratively with team and process partners
• Self-starter
• The ideal candidate is an enthusiastic team player with a flexible approach to work

Responsibilities

• Supporting our customers through email/ chat media
• Possibility of being called upon to take phone calls when volume spikes
• Support and improve processes through CI and automation
• Ability to manage multiple tasks and computer systems
• Customer Service, both internal and external.
• Processing through chat, email, and iWD channels
• Must be available to work a 40-hour schedule
• If working remotely: Cable or DSL internet service must be available in your area with a 12+ mbps download and roughly 2 kbps upload speed. Neither Satellite service nor WI-FI are acceptable. A wired ethernet cable connection is required
• Provide in-home work space free from noise, distractions, etc.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED