Inbound Customer Service Agent

This is a fully remote position, open to applicants in Kentucky, +7 more states.

📋 Description

• Deliver direct assistance to GE Appliances owners through customer service and inbound sales.

• Recognize opportunities to upsell products, services, warranties, and memberships.

• Achieve established sales performance metrics and KPIs.

• Offer product information and support for registration.

• Address inquiries related to service, parts, delivery, and dealer locations.

• Resolve owner issues utilizing troubleshooting, sales, service, referrals, and minor concessions.

• Provide limited assistance to owners of non-GE Appliance branded appliances.

• Handle incoming calls, emails, chats, and written inquiries promptly.

• Investigate issues and deliver answers regarding products, services, pre- and post-purchase, and sales.

• Utilize GE Appliances contact center systems to apply concession guidelines.

• Maintain and update owner records to document complaints, actions, and resolutions.

• Supply feedback to Quality and Training for the enhancement of training processes and materials.

• Comply with safety policies and procedures.

• Assist other business areas as directed.

• Carry out additional duties as assigned.

⛳️ Requirements

• Minimum of one year of relevant experience in a customer service or sales role.

• Attendance at all training days is essential; absences are not allowed during this period.

• Availability to work any shift between 7am-7pm CST due to biannual shift bids.

• Capability to research, analyze data, and make informed decisions regarding escalated owner issues.

• High level of concentration and attention to detail.

• Exceptional verbal, written, and interpersonal communication skills.

• Comfortable using web-based systems for troubleshooting and resolution.

• Proficient in MS Office Suite and skilled at navigating multiple systems and screens.

• Ability to work effectively from home.

• Must have a dedicated, quiet, and spacious workspace free from distractions for ASI-provided equipment.

• Local internet provider and ethernet connection required; satellite, prepaid, and DSL connections are not permitted.

• Internet speed criteria: ping 50 Mbps or lower, download 50 Mbps or higher, upload 15 Mbps or higher.

• Strong passion for assisting customers and solving problems.

• Proficient in active listening and questioning techniques.

• Skills in conflict resolution, negotiation, time management, flexibility, and critical thinking.

• Ability to maintain composure and demonstrate empathy while managing challenging customer issues.

🏝️ Benefits

• Paid on-the-job training and mentoring.

• Opportunity to work from home (equipment provided).

• No weekend shifts required.

• Paid time off available.

• Eligibility for medical, dental, vision, and prescription benefits starting on day one of employment.

• 401(k) program with company matching.

• Short-term and long-term disability coverage.

• Life insurance provided.

• Appliance discount program available.

• Tuition reimbursement offered.

• Gym membership reimbursement.

• Opportunities for career advancement.

• Incentives based on quality scores.

• Weekly pay schedule.