Note: The job is a remote job and is open to candidates in USA. GE Appliances, a Haier company, is a fast-growing U.S. appliance company focused on creating better products and customer experiences, while Advanced Services, Inc. provides customer service support to GE Appliances consumers. The Remote Consumer Advocate will resolve escalated customer concerns, coordinate with internal stakeholders, communicate with customers through multiple channels, and negotiate satisfactory resolutions using internal applications.
Responsibilities
- Take ownership in resolving escalated customer concerns, including capturing all the facts surrounding complaints, following the outlined steps to resolve issues, data management, and responding to all letters of inquiry
- Follow up with customers using phone, email, or text to resolve appliance-related concerns, and close out cases with successful actions
- Find creative solutions that are in the best interest of the customers and GE Appliances when negotiating and implementing concessions
- Interact and coordinate with all necessary stakeholders to successfully resolve consumer issues, i.e., zones, dispatchers, technicians, etc
- Gather information from various resources and surface concerns with suggested resolutions to the Team Leader or Team Manager
- Complete consumer reviews for satisfaction before case closure
- Meet work schedule demands and obligations with compliance, integrity, and according to values, proces
Skills
- 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
- Dedicated distraction free work area that is quiet and spacious enough for ASI-provided equipment (i.e., dual monitors, keyboard, mouse, cords, and an ethernet cord)
- WFH environment with lighting and climate-controlled temperatures
- A local internet provider and an ethernet connection: no Satellite, Pre-paid, or DSL internet connections allowed due to security issues
- Internet Speed Requirements: Ping 50 Mbps or lower, Download 50 Mbps or higher, Upload 15 Mbps or higher
- Previous experience working from home
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
- Flexible work arrangement
Company Overview