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Senior Customer Service Representative - Atlanta (Remote)

Atlanta, GA, United States  |  Service  |  ID: REQ-13146

Description

Job Location

USA, Atlanta, GA

Job Posting Title

Senior Customer Service Representative - Atlanta (Remote)

The Challenge

If you are organized, detail-oriented, customer-focused, and inquisitive, our Senior Customer Service Representative position is an excellent opportunity to grow your skills and take the next step in your career. This position is a work from home opportunity.
The Senior Customer Service Representative works closely with B2B customers, the field sales team, and local delivery agents to manage customer account portfolios. Responsibilities include monitoring appliance orders from the time of order through delivery including any needed post-sale support. This entails establishing strong business relationships with the customers, field sales teams, local delivery agents, and other inter-departmental personnel to ensure requested delivery dates are met with accurate and efficient order processing leading to project success.

What you will Do

Job Description

Work in an order management capacity to manage B2B customer accounts from the time of order through delivery including any needed post-sale support.

 

·       Handle incoming calls and emails from B2B customers and internal partners

·       Interact and coordinate with all necessary stakeholders to successfully resolve customer issues. Communicate and respond to requests in a timely manner

·       Support order management for assigned accounts

·       Interact with Fulfillment team for product delivery dates

·       Partner with local delivery agents to ensure delivery execution

·       Provide post-sale support including scheduling service and ordering parts

·       Own resolution of customer concerns, including data management, capturing all facts surrounding complaints, including steps taken to resolve issues, and respond to any letters of inquiry.

·       Ensure positive customer experience

·       Support overall Customer Service team as needed

 

Position Requirements

·       Organized and detail-oriented with prior order management or project management experience

·       Self-motivated and inquisitive with desire to go above and beyond for each customer

·       Customer focused

·       Strong computer skills, proficiency with the Microsoft Office suite including experience manipulating Excel reports and the ability to manage multiple web-based applications at one time.

·       Excellent interpersonal and oral communication skills.

·       Strong email/voicemail management; ability to follow-up on customer calls/issues in a timely manner.

·       Flexible with ability to take direction from management yet work independently to achieve goals.

·       Flexibility with work schedule.  Candidates must be available to work pre-determined shifts M-F based on regional support hours (i.e. normal business hours for time zone supporting).

 

IT Requirements:

·       Reliable, high-speed internet connection with at least 30mb download speed - cable or fiber (NO dial-up, satellite or cellular hotspots)

·       Smartphone with Android OS or iPhone for user authentication (you will not be taking calls on your personal cell phone

·       Ability to troubleshoot and restart your router/modem (private internet)

The Starting Salary for this position is non-negotiable at $18.27/hr.

What you need to Succeed

Required Qualifications

·       Minimum of 2 years prior experience in customer service, consumer operations, order management, or related fields

·       Experience managing projects or orders from start through completion

·       Excellent sense of ownership with proven follow-through skills

·       Proven attendance record showing dependability/accountability to work as scheduled

 

Desired Qualifications

·       Bachelor’s degree or equivalent relevant experience

·       Prior experience supporting customers through order, ship, bill or post-sale

·       Prior experience working with SupplyPro

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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