Senior Representative, Customer Contact Center

Whirlpool • Richmond, VA

10d • Remote

About The Position

Whirlpool Corporation is seeking a Senior Representative for its Supply Chain organization in the Trade Experience Department. The role processes customer requests and resolves inquiries or issues in a timely manner, focusing on the customer experience and following team guidelines. It handles inbound contacts through phone, email, chat, and work items, and provides customer service to internal and external partners.

The position requires following detailed Standard Operating Procedures, managing multiple tasks and computer systems, learning through computer-based training or task recordings, and adapting to rapid change while meeting or exceeding metrics. The representative also manages communications from email notifications, chats, and other Whirlpool systems, asks questions proactively when needed, and takes ownership of escalated customer interactions to reach appropriate resolutions.

The role is remote except for candidates residing in Berrien, Cass, or Van Buren counties in Michigan, who are required to work onsite at the Whirlpool Contact Center. Remote employees must have wired cable or DSL internet with at least 12 Mbps download and approximately 2 Mbps upload speed; satellite and Wi-Fi are not acceptable. A quiet, distraction-free workspace at home is required. The schedule is 40 hours per week, Monday through Friday, with work hours between 7:30 a.m. and 6:00 p.m. Eastern Time.

Requirements

• High school diploma or GED.
• At least 2 years of customer contact center experience, virtual or in-person.
• Intermediate or advanced computer skills.
• Ability to work a full-time, 40-hour schedule Monday through Friday, between 7:30 a.m. and 6:00 p.m. Eastern Time.
• For remote work, cable or DSL internet service with at least 12 Mbps download and approximately 2 Mbps upload speed; satellite service and Wi-Fi are not acceptable, and a wired Ethernet connection is required.
• For remote work, ability to provide an in-home workspace free from noise and distractions.

Nice To Haves

• Bachelor's degree.
• Previous roles within Trade Experience.
• Experience working in a virtual or remote environment.
• Verbal and written communication skills.
• Demonstrated achievements with personal KPIs.
• Experience in SAP ECC.
• Ability to take ownership of customer issues by troubleshooting 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

• Process customer requests and resolve inquiries or issues in a timely manner while focusing on the customer experience and following team guidelines.
• Understand and follow detailed Standard Operating Procedures.
• Handle inbound contacts through phone, email, chat, and work items.
• Manage multiple tasks and computer systems.
• Provide exemplary customer service to internal and external partners.
• Adapt to rapid change and acquire new skills while meeting or exceeding metrics.
• Manage and interpret communications from email notifications, chats, and other Whirlpool communication systems, and proactively ask questions when needed.
• Learn through computer-based training modules or recordings of tasks.
• Manage escalated customer interactions with exemplary customer service, issue ownership, and appropriate resolution.

What This Job Offers

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