[Remote] Bilingual Spanish Inbound Customer Service Agent - Consumer Relations (Remote)

Note: The job is a remote job and is open to candidates in USA. GE Appliances, a Haier company, is the fastest-growing appliance company in the U.S., and they are seeking a Bilingual Spanish Inbound Customer Service Agent to join their team. In this role, you will resolve escalated customer service issues in both English and Spanish, ensuring a high-quality service experience for consumers and advocating for satisfactory resolutions across departments.

Responsibilities

• Resolve escalated customer service issues (in English and Spanish)
• Create an outstanding quality service experience for the GE Appliance consumer
• Advocate with multiple internal departments on their behalf for reasonable and satisfactory resolutions
• Take ownership in resolving escalated customer concerns, including capturing all the facts surrounding complaints, following the outlined steps to resolve issues, data management, and responding to all letters of inquiry
• Follow up with customers using phone, email, or text to resolve appliance-related concerns, and close out cases with successful actions
• Find creative solutions that are in the best interest of the customers and GE Appliances when negotiating and implementing concessions
• Interact and coordinate with all necessary stakeholders to successfully resolve consumer issues, i.e., zones, dispatchers, technicians, etc
• Gather information from various resources and surface concerns with suggested resolutions to the Team Leader or Team Manager
• Complete consumer reviews for satisfaction before case closure
• Meet work schedule demands and obligations with compliance, integrity, and according to values, processes and policies

Skills

• Ability to communicate effectively and proficiently using both English and Spanish language in written and verbal form
• High School Diploma or GED
• Minimum of 1-year Call-Center experience
• Minimum of 2-years Escalated Customer Service experience
• 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
• Remote work opportunities subject to business needs. Otherwise, a normal office environment with lighting and climate-controlled temperatures
• 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
• Previous experience working from home

Benefits

• Paid on-the-job training and mentoring
• Work-from-home opportunities (equipment provided)
• No weekendshifts
• Paid time off
• Medical, dental, vision, and prescription benefits eligibility on day 1 of employment
• 401(k) program with a company match
• Short-term and long-term disability
• Life insurance
• Appliance discount program
• Tuition reimbursement
• Gym membership reimbursement
• Career growth opportunities

Company Overview