Consumer Service Specialist (Remote)

At GE Appliances, a Haier company, we come together to make “good things, for life.”  As the fastest-growing appliance company in the U.S., we’re powered by creators, thinkers and makers who believe that anything is possible and that there’s always a better way.  We believe in the power of our people and in giving them the freedom to explore, discover and build good things, together.  

The GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities: we come together, we always look for a better way, and we create possibilities. 

Interested in joining us on our journey? 

The CSS is a key position which requires daily interactions with customers, technicians, managers and service support personnel. The CSS is responsible for achieving set standards with four metrics: Internal Quality, Completed Calls per 8-hour day (CC8D), SOD (Start of Day), and Availability. The CSS must be an outgoing and friendly individual with excellent interpersonal, verbal and written communication skills.
GE Appliances offers an excellent compensation package, generous health and welfare benefits including medical, dental, vision, and some others. In addition, we offer retirement savings 401K plan, 12 paid holidays, paid personal time off, and generous discounts on our products.

Position

Consumer Service Specialist (Remote)

Location

USA, Phoenix, AZ

How You'll Create Possibilities

Job Duties

• Interact with Technicians, Consumers, Customers, Consumer Service Manager’s and the call center daily with regards to managing a Technician’s route.
• Responsible for building and creating efficient routes by right-sizing AM/PM, tightening up routes based on geography, and managing forced calls. Additionally, checking part calls to ensure they deliver in time for service.
• Reschedule customer calls.
• Deliver friendly and engaging customer service to internal and external customers by telephone, and email. Model friendly, enthusiastic customer service with an emphasis of taking care of the customer.

Working Conditions

• Working conditions are normal for an office environment.
• Our business hours are 7:00 AM Eastern to 5:00 PM Pacific, Monday through Friday. On Saturdays, we operate from 7:30 AM Eastern to 2:00 PM Pacific.
• Shifts are 8 hours and will fall within those business hours. Depending on the time zone supported, start times may be as early as 4:00 AM Pacific / 7:00 AM Eastern and end as late as 5:00 PM Pacific / 8:00 PM Eastern. Occasional Saturday shifts may be required.
• Training Schedule: Initial training is held Monday through Friday from 7:00 AM to 4:00 PM Arizona time.
• This is a fully remote position. While we do our best to accommodate time zone preferences, flexibility is required to meet business needs across U.S. time zones. Reliable internet and a professional, distraction-free home workspace are essential.

Prior relevant military service will be considered in relation to required/desired qualifications.

 

What You'll Bring to Our Team

Required Qualifications

• HS Diploma or General Education Degree (GED).
• At least 6 months experience in a high-volume customer service role.
• Excellent organizational skills and attention to detail.
• Excellent oral communication skills, specifically telephone skills.
• Ability to work in an extremely fast-paced, dynamic team environment with many competing priorities and deadlines.
• Must possess a high degree of integrity and ability to maintain confidentiality.
• Must be a motivated self-starter, clear thinker and fast learner.
• Ability to listen actively to correctly understand customer’s requirements, questions or complaints.
• Working relationships with a field-based clientele.
• Ability to learn geography/read a map.
• Data entry experience.

Desired Qualifications

• 1-2 year of previous dispatch experience.
• Bilingual candidates are encouraged to apply.
• Previous customer service, appliance, part, dispatch and/or inventory experience.
• Knowledge of Web based systems: FSMS, COPS, TPTP or equivalent.
• One-year of experience using IBM PC, Microsoft Windows, Word, Excel, PowerPoint, Outlook, etc.
• Flexibility as the work schedule varies and may change at any time.

Our Culture

Our work is centered on our People and Culture as reflected in our Zero Distance philosophy and we recognize the importance of reaffirming our commitment to inclusion and diversity (I&D). This underscores our commitment to fostering an environment where every individual feels valued, connected, and empowered to contribute, while positioning our organization to adapt seamlessly to the evolving needs of our workforce and communities.

This reflects our dedication to creating solutions that: Empower colleagues by fostering an environment where all voices are heard, valued, and encouraged to contribute. Strengthen communities where we live and work. Reinforce a culture of belonging, purpose, and engagement. Reflect the diversity of the communities we serve through our workforce, products, and practices.

By further embedding Zero Distance into our People and Culture framework, we will continue to build a deeply connected organization. We are cultivating a culture of engagement, belonging, and connection, because while attracting new talent remains a priority, retention is a cornerstone of our strategy.

GE Appliances is a trust-based organization. It is important we offer our employees the flexibility they need to do their best work while balancing the needs of the business and individuals. When you join GE Appliances, you will have the opportunity to work with your leader to create a flexible work arrangement that balances the needs of the individual, team, and organization.

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.

GE Appliances participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S

If you are an individual with a disability and need assistance or an accommodation to use our website or to apply, please send an e-mail to ask.recruiting@geappliances.com