Service Organization Team Leader - Product Support (Remote)

Description The GEA Way 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 GEA Way 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? Since 1990, Advanced Services Inc. (ASI) has been providing excellent customer service to GE Appliances consumers by resolving their questions or concerns about their GE Appliances. During that time, we have developed a culture of celebrating and rewarding our employees! We are leaders in positioning talent for exciting career paths and promotional opportunities. At ASI, our mission is to create happiness and wellbeing in every home. The Team Leader is the liaison, coach, advocate, and developer of agents, and is key in ensuring an absolute world-class service culture. This individual is responsible for developing and managing a team whose primary goal is delivering world-class problem resolution to GE Appliance customers. Position Service Organization Team Leader - Product Support (Remote) Location USA, Rapid City, SD USA, Amarillo, TX, USA, Cincinnati, OH, USA, Greenville, SC, USA, Jackson, MS, USA, Louisville, KY, USA, Memphis, TN, USA, Ogden, UT, USA, Provo, UT, USA, Salt Lake City, UT, USA, San Antonio, TX, USA, Tulsa, OK How You'll Create Possibilities This role has management responsibility for the Product Support Specialist Team. The Team Leader will ensure agents demonstrate ownership and accountability for each case they touch, delivering productivity, sales, and STC s. Their primary job will be to empower agents to be creative in delivering quality, and outstanding service, while assuring their job satisfaction. The Team Leader demonstrates a sense of urgency and professionalism while working with the team, ASI management, and GEA business associates to address and exceed deliverables. The Team Leader must assist the team in focusing on delivering the highest quality customer experience while resolving matters expediently and within reasonable means, leaving the customer impressed that their case was handled with care. What You'll Bring to Our Team Lead and direct PSSAgents in driving a sales growth culture, meeting or exceeding sales targets, and productivity objectives through motivation, coaching, and training. Able and willing to assist with consumer needs, including taking calls when necessary to manage unplanned volume shifts. Achieve goals and operational measures around attendance and productivity guidance, while ensuring team are inspired to exceed expectations. Develop and drive culture of Consumer First Advocacy with intent focus on highest quality service and sales growth. Drive ASI Cultural Values and the way we work , ensuring delivery of consistent quality scores and World Class Customer Service. Communicate regularly with GE /ASI Managers to drive business imperatives. Identify problems and offer new ideas and approaches to improve productivity/quality/ sales. Lead all PSS Team activities in areas of motivation, growth & development to engage and retain agents. Provide Team with regular and ongoing Quality Service delivery communications, as well as plans for any changes to ensure transparency. Responsible for opening and closing the Center, ensure appropriate coverage during all operating hours. Minimum Qualifications: Positive, enthusiastic leader with strong analytical and strategic skills, as well as significant experience successfully leading teams High level of emotional intelligence, with experience in developing personal growth strategies and skill sets in others. Demonstrated track record of teamwork and team building; exceptional conflict resolution skills and highest level of integrity and business ethic. Able to quickly assess market/operational issues and plan successful strategies to mitigate impact to customer satisfaction. Requires demonstrated Leadership skills, able to manage teams of diverse skill sets and backgrounds toward common goal of World Class Sales & Service. Knowledge and skills normally acquired through a 4-year college degree from an accredited college or university and 2-4 years sales management experience or training in related field preferred. Experience in a consumer / customer service-oriented environment is a plus. Team player with strong interpersonal, oral and written communication skills able to work well across business operations and develop strong business team for call taking. PC skills required, proficiency in Word, PowerPoint & Excel; Experience using project management, motivational, and organizational tools desired. Our Culture At GE Appliances, creativity meets passion and conversations lead to exceptional outcomes and experiences. We respect and value the unique backgrounds and experiences that everyone brings to GE Appliances. We believe a diverse workplace, where everyone is included and people can be their true and authentic selves, fosters creativity and innovation. We know our differences are our greatest strength. The very best innovations across every function of a company come from diverse teams. Our commitment to ensuring a safe and inclusive workplace where everyone is valued allows employees to perform at their best, every day. Diversity at GE Appliances helps us achieve zero distance to our owners, innovate smartly and connect to the communities and customers we serve. We encourage and support the ideas, aspirations, and the wellbeing of everyone - our employees and our communities 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 GEA, 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. 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 [email protected] REQNUMBER: REQ-15244