GE Appliances, Recreational Living

Resolve escalated customer service issues in English and Spanish, coordinate with internal departments, and ensure customer satisfaction through follow-ups and case management. | Requires bilingual English-Spanish skills, high school diploma, 2+ years escalated customer service experience, call center experience, strong communication and organizational skills, and ability to work remotely from specified states. | Description: • Resolve escalated customer service issues in English and Spanish and create an outstanding quality service experience for GE Appliance consumers • Advocate with multiple internal departments on behalf of customers to achieve reasonable and satisfactory resolutions • Take ownership in resolving escalated customer concerns, capture all facts, follow outlined steps, manage data, and respond to letters of inquiry • Follow up with customers via phone, email, or text to resolve appliance-related concerns and close out cases • Negotiate and implement concessions, finding creative solutions in the best interest of customers and GE Appliances • Interact and coordinate with necessary stakeholders (zones, dispatchers, technicians) to resolve consumer issues • Gather information from various resources and surface concerns with suggested resolutions to Team Leader or Team Manager • Complete consumer reviews for satisfaction before case closure • Meet work schedule demands and obligations with compliance and integrity • Use multiple Windows-based programs and internal applications to manage cases • Complete a 10-week full-time training (Mon-Fri 8:30 AM-5:00 PM CST), then work 8-hour shifts within 7:00 AM-6:00 PM CST Monday-Friday Requirements: • Ability to communicate effectively and proficiently using both English and Spanish language in written and verbal form • High School Diploma or GED • Minimum of 1-year Call-Center experience • Minimum of 2-years Escalated Customer Service experience • Ability to communicate effectively in English is a requirement • Excellent written & verbal skills • Moderate to advanced computer skills; navigating multiple online applications • Exceptional organizational skills; ability to effectively multi-task • Ability to handle high-volume calls while simultaneously handling multiple online applications • Previous experience working from home (preferred) • Passion for helping customers and problem-solving • Flexible with the ability to take direction from management yet work independently to achieve goals • Active listening skills and the ability to ask questions • Conflict resolution skills; negotiation skills; and time management skills • Flexibility, being the ability to adapt to change • Critical thinking skills • Desire to work in a team environment towards common goals • Ability to remain calm and show empathy while handling challenging customer concerns • Remote work environment requirements: local internet provider and an ethernet connection (no Satellite, Pre-paid, or DSL allowed) • Internet Speed Requirements: Ping 50 ms or lower; Download 50 Mbps or higher; Upload 15 Mbps or higher • Must reside in one of the following states: Utah, South Dakota, Texas, Oklahoma, Tennessee, Mississippi, Kentucky, Ohio, South Carolina • Eligible to work in the United States (employer participates in E-Verify) Benefits: • Paid on-the-job training and mentoring • Work-from-home opportunities (equipment provided) • No weekend shifts • Paid time off • Medical, dental, vision, and prescription benefits eligibility on day 1 of employment • 401(k) program with a company match • Short-term and long-term disability • Life insurance • Appliance discount program • Tuition reimbursement • Gym membership reimbursement • Career growth opportunities