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Senior Social Care Advocate (Remote)

Louisville, KY, United States  |  Marketing  |  ID: REQ-12803

Description

Job Location

USA, Louisville, KY

Job Posting Title

Senior Social Care Advocate (Remote)

The Challenge

The Senior Social Care Advocate is responsible for providing best-in-class service to resolve consumer issues across the GE Appliances’ House of Brands. The Advocate will work to negotiate a fair and reasonable resolution for consumer issues to avoid CEO and BBB escalations, while enhancing the ownership experience.

What you will Do

  • Work and resolve escalated consumer issues received by phone, email, ratings & reviews, and social media channels to avoid CEO, legal and BBB escalations.
  • Process exchanges for appliance replacement.
  • Issue concessions – such as no-charge service calls, LOCs, GWCs, inconvenience allowances, etc – and as necessary to ensure the reasonable and satisfactory resolution of consumer issues.
  • Manage multiple cases from GE Appliances email inboxes, ratings & reviews and social media channels to make initial outreach within a 24-hour window, including escalated consumer issues that have already been through the other CR channels.
  • Place and take calls to and from consumers as required to make initial outreach and handle elements of consumer issues.
  • Partner with GE Executive Team, senior social media managers, communications and other internal teams to identify and resolve escalated consumer issues.
  • Create an outstanding quality service experience for the GE Appliances consumer, advocating on their behalf for a reasonable and satisfactory resolution while building and maintaining a positive ownership experience.
  • Own resolution of consumer concern, including data management, capturing all facts surrounding complaints, including documenting steps taken to resolve an issue within cases as discussed in email or phone call, and respond to consumers as appropriate. 
  • Partner with leadership team to properly address any issues that have been escalated to social media or communications teams.
  • Manage high-volume case load of consumer issues quickly and professionally.
  • Respond quickly and professionally to social channel engagements on Facebook, Twitter, Instagram, YouTube and other platforms across GE Appliances’ House of Brands.
  • Achieve and maintain a fully satisfactory performance.
  • Other duties as requested by manager or leadership team.
  • Relocation assistance:  No

What you need to Succeed

Qualifications/Requirements

  • Previous customer service experience
  • Excellent negotiating skills
  • Excellent oral and written communication skills.
  • Strong organizational skills; ability to manage multiple projects and conflicting priorities.
  • Strong interpersonal skills; ability to interface with internal teams and all levels of management
  • Proven ability to build rapport quickly with customers/consumers. Effectively listen to concerns and professionally de-escalate as needed.
  • Ability to make decisions, maintaining a balance of consumer needs and business needs.

Desired Characteristics

  • Associates degree from an accredited university or college or equivalent work experience.
  • Experience with GE Appliances Call Centers or equivalent customer service experience.
  • Knowledge of Salesforce, ERP Systems, and legacy systems
  • Knowledge of GEA/ASI Customer Relations processes
  • Ability to quickly delineate issues from ambiguous or difficult to understand consumer emails, reviews or social posts.

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.

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