Customer Service Agent

About The Company

GE Appliances, a Haier company, is a renowned leader in the home appliance industry committed to delivering high-quality products and exceptional customer service. Known for its innovation and dedication to customer satisfaction, GE Appliances has established itself as the fastest-growing appliance company in the United States. The company fosters a culture of creativity, collaboration, and continuous improvement, emphasizing the importance of its people and their contributions. With a strong focus on community engagement and sustainability, GE Appliances strives to create "good things, for life" by providing reliable appliances and outstanding support to its customers.

About The Role

The Inbound Customer Service Agent role at GE Appliances, through its partner Advanced Services Inc. (ASI), offers a dynamic opportunity to engage with customers remotely. This position involves managing high-volume inbound calls from owners, providing product information, troubleshooting issues, and supporting sales initiatives. The role combines customer service excellence with sales acumen, as agents identify opportunities to upsell products, warranties, memberships, and services to enhance the customer experience. The position is fully remote, allowing candidates residing in specified states to work from home with provided equipment. The role requires a focus on delivering solutions, maintaining professionalism, and fostering brand loyalty. Agents will handle inquiries related to product registration, service requests, parts, delivery, and dealer locations, ensuring owner satisfaction through effective communication and problem-solving skills.

Qualifications

• Minimum of one year of relevant experience in customer service or sales environment
• Excellent verbal and written communication skills
• Strong problem-solving and analytical abilities
• Proficiency in navigating multiple web-based systems and applications
• Ability to work independently in a remote setting
• Basic computer skills, including MS Office Suite
• High attention to detail and concentration
• Self-motivated with a proactive approach and initiative-taking mindset
• Ability to research, analyze data, and make sound decisions
• Availability to work assigned shifts within business hours (7 am - 7 pm CST)
• Residing within the specified eligible states: Utah, South Dakota, Texas, Oklahoma, Tennessee, Mississippi, Kentucky, Ohio, and South Carolina

Responsibilities

• Handle high-volume inbound calls, emails, and chats from customers, providing timely and accurate product information and support
• Identify opportunities to upsell products, warranties, memberships, and services, meeting or exceeding sales targets and KPIs
• Assist owners with product registration, troubleshooting, and resolving service issues effectively
• Provide guidance on parts, delivery, service, and dealer locations as needed
• Follow established protocols and guidelines while exercising judgment to resolve escalated owner issues
• Create, update, and retrieve customer records accurately, documenting interactions and resolutions
• Proactively offer feedback to improve training materials and processes
• Adhere to safety policies and maintain a safe working environment
• Support other business functions as directed, demonstrating flexibility and teamwork
• Participate in shift bidding processes and training programs, ensuring full engagement and compliance

Benefits

• Paid on-the-job training and mentorship programs
• Work-from-home opportunity with provided equipment
• No weekend shifts, promoting work-life balance
• Paid time off and holidays
• Comprehensive medical, dental, vision, and prescription drug benefits starting on day one
• 401(k) retirement plan with company matching contributions
• Short-term and long-term disability insurance
• Life insurance coverage
• Employee discount on appliances
• Tuition reimbursement programs
• Gym membership reimbursement
• Opportunities for career advancement and professional development

Equal Opportunity

GE Appliances is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all employees and applicants are treated with fairness and respect. Employment decisions are made without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, veteran status, or any other protected characteristic. We participate in E-Verify and will provide the necessary documentation to confirm employment eligibility.