Inbound Customer Service Agent - Factory Service (remote)
GE Appliances
Remote
customer service
remote
calls
cbr
consumer
training
windows
appliances
dispatchers
troubleshooting
consumer education
education
service contract
December 1, 2022
GE Appliances
Amarillo, TX
Description
After the training period, you will be utilizing multiple Windows-based programs and other internal applications simultaneously to:
Assist consumers and customers in setting up service repair for their appliances, check the availability of technicians and make appointments for service calls.
Utilize Case-Based-Reasoning (CBR) to save the service call.
Reschedule service calls for customers by communicating 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.
Other duties as assigned by leadership.
Required Qualifications & Skills
High School Diploma or GED
2+ years of sales or customer service experience desired.
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
After the training period, you will be utilizing multiple Windows-based programs and other internal applications simultaneously to:
Assist consumers and customers in setting up service repair for their appliances, check the availability of technicians and make appointments for service calls.
Utilize Case-Based-Reasoning (CBR) to save the service call.
Reschedule service calls for customers by communicating 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.
Other duties as assigned by leadership.
Required Qualifications & Skills
High School Diploma or GED
2+ years of sales or customer service experience desired.
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
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