USA, Memphis, TN
Job Posting Title
Customer Service Representative-Appliance Repair Calls (Work From Home)
As a subsidiary of GE Appliances, Advanced Services Inc. (ASI) assists General Electric Appliance customers at all levels by receiving inbound calls about major appliance inquiries. Customer calls vary from pre-sale information, product registrations part sales, product trouble shooting and scheduling service appointments. For the past 30 years, we have developed a culture of celebrating and rewarding our employees, community outreach and offering exciting promotional opportunities and career paths. As a Customer Service Representative for Appliance Repair Calls, you can expect to work a shift up to 7:00 p.m. CST and every other weekend. For your expertise and knowledge, we offer a base rate of $12.00 per hour, plus performance-based incentives, paid weekly. We also offer a comprehensive benefits package, including medical, dental, vision, short-term and long-term disability, life insurance, tuition reimbursement and the ability to earn paid time off from the first day of employment. This is a great opportunity for those that are passionate about customer service and wish to start an exciting career!
What you will Do
Essential job duties and functions
After six weeks of training, you will be able to:
Assist consumers and customers in setting up service repair for their appliances, check availability of technicians and make appointments for service calls.
Utilize Case-Based-Reasoning (CBR) to save the service call. Reschedule service calls for customers, communicate with dispatchers for special requests and customer concerns about parts.
Message dispatch for follow up on appointment times and other troubleshooting.
Achieve and maintain specific Save-The-Call & productivity goals.
Provide consumer education to save in-warranty and service contract calls. Negotiate and implement concessions that are in the best interest of the customer and consumer.
Utilize selling techniques and CBR to retain and increase the out-of-warranty business.
Adhere to safety policies and procedures to ensure a safe work environment for all.
Other duties as assigned by leadership.
What you need to Succeed
Requires ability to analyze data and determine appropriate transfer/processing. Requires in-depth knowledge of GEA products plus computer skills.
High School Diploma or GED required; two+ years sales or service experience desired
Passion for customer service and problem solving
Strong organizational skills; effectively utilize time management, ability to multi-task, and use critical thinking
Organized and thorough, with effective time management skills; able to prioritize and plan to rapid satisfactory resolution.
Ability to adapt to change; flexible with ability to take direction from management yet work independent to achieve goals.
Strong written communication skills, good typing ability, and computer skills - comfort navigating multiple online applications.
Good listening and questioning skills, with ability to resolve conflict and strong sense of ownership with proven follow-through skills.
Exceptional negotiation & conflict resolution skills; able to diffuse difficult situations or irate customers resulting in satisfactory resolution.
Proven attendance record showing dependability/accountability to work as scheduled
Proven ability to accept constructive feedback and apply coaching
Desire to work in a team environment to work towards common goals
Ability to remain calm and patient while handling challenging customer concerns
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.