Inbound Customer Service Agent – Consumer Relations

This is a fully remote position, open to applicants in Mississippi, +3 more states.

📋 Description

• Address and resolve escalated customer service issues for GE Appliances consumers.

• Deliver an exceptional quality service experience and collaborate with internal departments to secure reasonable and satisfactory resolutions.

• Take responsibility for escalated customer concerns by documenting facts, adhering to resolution steps, managing data, and responding to inquiries.

• Follow up with customers via phone, email, or text to successfully close cases.

• Develop innovative solutions that are beneficial for both customers and the company while negotiating and implementing concessions.

• Collaborate with zones, dispatchers, technicians, and other stakeholders to address consumer issues.

• Collect information and present concerns along with proposed resolutions to the Team Leader or Team Manager.

• Conduct consumer satisfaction reviews prior to closing cases.

• Adhere to scheduling demands and obligations with compliance, integrity, and alignment with company values.

• Utilize various Windows-based programs and internal applications following training.

⛳️ Requirements

• High School Diploma or GED.

• At least 1 year of Call-Center experience.

• A minimum of 2 years in Escalated Customer Service roles.

• Proficient communication skills in English.

• Strong written and verbal communication abilities.

• Moderate to advanced computer skills with the capability to navigate multiple online applications.

• Outstanding organizational skills with the ability to multitask effectively.

• Capacity to manage high-volume calls while concurrently handling multiple online applications.

• Previous experience in a remote work environment is preferred.

• A genuine passion for assisting customers and solving problems.

• Capability to take direction while working autonomously.

• Effective active listening and questioning abilities.

• Skills in conflict resolution, negotiation, and time management.

• Flexibility and adaptability to change.

• Strong critical thinking skills.

• Ability to work collaboratively in a team setting.

• Composure and empathy in dealing with challenging customer issues.

• A dedicated, quiet, distraction-free workspace ample enough for ASI-provided equipment.

• A suitable work-from-home environment with proper lighting and climate control.

• Access to a local internet provider and ethernet connection; satellite, prepaid, and DSL connections are not permitted.

• Internet speed requirements: ping of 50 Mbps or less, download speed of 50 Mbps or greater, upload speed of 15 Mbps or greater.

• Must be authorized to work in the U.S.

🏝️ Benefits

• Paid on-the-job training and mentoring.

• Opportunities to work from home (equipment provided).

• No weekend shifts required.

• Paid time off.

• Medical, dental, vision, and prescription benefits available from the first day of employment.

• 401(k) program with company matching.

• Short-term and long-term disability coverage.

• Life insurance options.

• Discount program for appliances.

• Tuition reimbursement available.

• Reimbursement for gym memberships.

• Opportunities for career advancement.

• Weekly pay schedule.

• Incentives based on quality performance scores.