Senior Representative - Single Family Builder Hub, Trade Experience

Whirlpool•Knoxville, TN

9d•Hybrid

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 2025, the company reported approximately $16 billion in annual net sales - close to 90% of which were in the Americas - 41,000 employees, and 35 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com. 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.

Requirements

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

Nice To Haves

Previous roles within Trade Experience Contract & Specialty org
Experience working in a virtual/remote environment
4 year Bachelor's Degree
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

Updating and managing internal customer information databases
Processing customer requests and resolving inquiries or issues within a timely manner while focusing on the customer experience and following team guidelines
Understanding and following detailed Standard Operating Procedures
Inbound contacts via multiple channels - phone, email, chat
Ability to 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
Ability to work full-time/40-hour schedule
Ability to work between 7:30 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 are acceptable. A wired ethernet cable connection is required.
Ability to provide in-home work space free from noise, distractions, etc.