USA, Rapid City, SD
USA, Amarillo, TX, USA, Jackson, MS, USA, Louisville, KY, USA, Memphis, TN, USA, Nashville, TN
Job Posting Title
ASI-Inbound Customer Service - Product Support Specialist (Work From Home)
As a subsidiary of GE Appliances, Advanced Services Inc. (ASI) assists GEA customers at all levels by receiving inbound calls about major appliance inquiries. Customer calls vary from pre-sale information, product registrations part sales, product troubleshooting and scheduling service appointments. For the past 30 years, we have developed a culture of celebrating and rewarding our employees. We take pride in providing community outreach. We offer exciting promotional opportunities and career paths. As an Appliance Support Specialist, you can expect to work a shift up to 6:00 p.m. and every other weekend. For your skills and performance, we offer a base rate of $13.00 per hour, plus performance and sales-based incentives, paid weekly. We also offer a comprehensive benefits package, including medical, dental, vision, short-term and long-term disability, life insurance, tuition reimbursement and the ability to earn paid time off. This is a great opportunity for those that are passionate about customer service and wish to start an exciting career!
What you will Do
After 5 weeks of training, you will use Windows-based programs and other internal applications to:
Follow up with customers using phone, email or text to resolve appliance related concerns
Close out the cases with appropriate actions taken
Create an outstanding quality service experience for the GE Appliance consumer, advocating with multiple internal departments on their behalf for reasonable and satisfactory resolution
Own resolution of consumer concern, including data management, capturing all facts surrounding complaints, including steps taken to resolve issues, and respond to any letters of inquiry.
Complete consumer review for satisfaction prior to case closure
Meet all work schedule demands and obligations with compliance, integrity, and according to values, processes and policies
Research and review information needed to resolve inconsistencies in procedures.
Gather information from various resources, and surface concerns with suggested resolutions to Team Leader or Team Manager
Interact and coordinate with all necessary stakeholders to successfully resolve consumer issues, i.e. zones, dispatchers, technicians, etc.
Find creative solutions that are in the best interest of the consumers, customers and GEA when negotiating and implementing concessions.
WHAT YOU NEED TO SUCCEED:
High School Diploma or GED preferred
Two+ years sales or service experience desired
Passion for customer service and problem solving
Experience in organizational skills
Effectively utilize time management, ability to multi-task, and use critical thinking
Organized and thorough and able to prioritize and plan to rapid satisfactory resolution.
Ability to adapt to change
Flexible with ability to take direction from management yet work independent to achieve goals.
Excellent written communication skills
Good typing ability, and computer skills - comfortable navigating multiple online applications.
Good listening and questioning skills, with ability to resolve conflict
Exceptional sense of ownership with proven follow-through skills.
Exceptional negotiation & conflict resolution skills;
Able to diffuse difficult situations or irate customers, resulting in satisfactory resolution.
Proven attendance record showing dependability/accountability to work as scheduled
Proven ability to accept constructive feed back and apply coaching
Desire to work in a team environment to work towards common goals
Ability to remain calm and patient while handling challenging customer concerns
Requirements for Work At Home Environment
Must be located within Rapid City, SD, Memphis, TN, Jackson, MS, Nashville, TN and Amarillo, TX and Louisville, KY and surrounding area
Dedicated work area that is quiet and spacious enough for ASI provided equipment (i.e. PC, keyboard, mouse, monitors, cords to hook it all up and the ethernet cord)
Local internet provider (no satellite or DSL internet connections allowed due to security issues)
Wireless Router (capable of handling minimum internet speeds of: 8.0 Mbps Download 1.5 Mbps Upload)
Internet speeds that are no lower than the minimum 25 Mbps Download and 10 Mbps Upload (wired connection).
What you need to Succeed
DISABILITY ACCOMMODATIONS IN THE APPLICATION PROCESS
ASI invites all interested and qualified candidates to apply for employment opportunities. If you have a disability that prevents or limits your ability to use or access the site, or if you require any other accommodation in the application process due to a disability, you may request a reasonable accommodation. To make a request, please contact our recruiting team and we will be happy to assist you. To make a request, please contact our recruiting tea at (605) 519-3461, and we will be happy to assist you.
GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.