Inbound Customer Service Agent-Bodewell Remote at GE… · Remote

Summary: GE Appliances, a Haier company, is seeking an Inbound Customer Service Agent to provide direct support to GE Appliances Owners with a strong focus on sales and service. The role involves handling high-volume inbound calls, troubleshooting issues, and identifying opportunities to upsell products and services while delivering a positive customer experience. Responsibilities: - Provide direct support to GE Appliances Owners with a strong focus on sales and service by balancing customer service and inbound sales - Identify opportunities to upsell products and services while consistently meeting defined sales performance metrics and KPIs as a core requirement of the role - Provide product information, registration support, as well as service, parts, delivery, and dealer location inquiries - Provide resolution to owner issues through troubleshooting, sales, service, referrals and providing minor concessions - Drive owner focused solutions for customer issues; utilizing creativity and judgment-based reasoning skills by receiving incoming calls, e-mails, chats or written inquiries and provide answers to contact inquiries related to product information, service, pre & post purchase and sales of parts, product and services - Follow established guidelines, but when needed take partnership to implement concession guidelines that are in the best interest of the owner and GE Appliances, using GE Appliances contact center systems - Create, update and retrieve owner records for logging facts surrounding complaints, actions and resolutions - Proactively provide feedback to Quality and Training to help keep training processes and materials updated - Adhere to safety policies and procedures to ensure a safe work environment for all - Support other parts of the business, such as directed - Other duties as assigned Required Qualifications: - One-year relevant working experience in a customer service or sales environment - Must be a take-charge person, a self-starter, one who takes initiative with in-depth knowledge of processes and procedures, and execute strong follow through to resolve owner issues - Requires ability to research, analyze data and make sound decisions relating to escalated owner matters while using good judgment to assist owners in a professional manner - Requires a high degree of concentration and attention to detail to manage daily activity - Excellent team player with verbal, written and interpersonal skills, with ability to interact with owners at all levels within the organization - Maintain professional interactions to promote and secure brand loyalty for GE Appliance Branded Products - Acts with integrity, seeks leadership guidance as necessary to execute job responsibilities - Familiarity with web-based systems to retrieve data for troubleshooting and resolution, comfortable navigating through multiple systems at once - Ability to effectively work at home - Computer skills to include: MS Office Suite and ability to navigate multiple systems and screens - Dedicated work area that is quiet and spacious enough for ASI-provided equipment (i.e., dual monitors, keyboard, mouse, cords, and an ethernet cord) - A local internet provider and an ethernet connection: no Satellite, Pre-paid, or DSL internet connections allowed due to security issues - Ping 50 Mbps or lower - Download 50 Mbps or higher - Upload 15 Mbps or higher Preferred Qualifications: - 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 Required Skills: Inbound sales, Microsoft Office Suite, Web-based systems navigation, Data analysis Benefits: Paid on-the-job training and mentoring, Work-from-home opportunity (equipment provided), No weekend shifts, Paid time off, Medical, dental, vision, and prescription benefits eligibility on day one of employment, 401(k) program with company match, Short-term and long-term disability, Life insurance, Appliance discount program, Tuition reimbursement, Gym membership reimbursement, Career growth opportunities