[Hiring] Inbound Customer Service Agent @Advanced Services Inc.

Role Description

As an Inbound Customer Service Agent with ASI/GE Appliances, you will provide direct support to GE Appliances Owners with a strong focus on sales and service by balancing customer service and inbound sales by identifying 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.
• Limited support to Non-GE Appliance branded appliance owners.

Assigned Shift: 10 hour shifts, 4 days a week, Monday, Tuesday, Wednesday, Friday 7:30 AM - 6:00 PM CST (Thursdays Off).

Base rate of $15.00/hour + incentives based on your quality scores - paid weekly.

9-week full-time training shift: Training will run from Monday through Friday 8:00am-4:30pm CST (first 5 weeks) and On the Job Training (OJT) will be Monday through Friday 8:00am-4:30pm CST (week 5-9).

Commitment to all training days is mandatory; no absences are permitted during this period.

On the 10th week of employment, you will start with your regular "Assigned Shift" hours.

This role is required to participate in a shift bid twice a year to change schedules during our business hours of 7am-7pm CST.

• Drive owner focused solutions for customer issues; utilizing creativity and judgment-based reasoning skills by receiving incoming calls, e-mails, chats or written inquiries.
• Follow established guidelines, but when needed, take partnership to implement concession guidelines that are in the best interest of the owner and GE Appliances.
• 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, as directed.
• Other duties as assigned.

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.
• Requires ability to research, analyze data and make sound decisions relating to escalated owner matters.
• Requires a high degree of concentration and attention to detail to manage daily activity.
• Excellent team player with verbal, written and interpersonal skills.
• 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.
• Ability to effectively work at home.
• Computer skills to include: MS Office Suite and ability to navigate multiple systems and screens.

Requirements

• Dedicated work area that is quiet and spacious enough for ASI-provided equipment.
• 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.

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.