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    ASI - Product Support Specialist (remote) - Nashville, United States - GE Appliances

    GE Appliances
    GE Appliances Nashville, United States

    3 weeks ago

    Default job background
    Description

    Follow up with customers using phone, email or text to resolve appliance related concerns

    Close out the cases with appropriate actions taken

    Create an outstanding quality service experience for the GE Appliance consumer, advocating with multiple internal departments on their behalf for reasonable and satisfactory resolution

    Own resolution of consumer concern, including data management, capturing all facts surrounding complaints, including steps taken to resolve issues, and respond to any letters of inquiry.

    Complete consumer review for satisfaction prior to case closure

    Meet all work schedule demands and obligations with compliance, integrity, and according to values, processes and policies

    Research and review information needed to resolve inconsistencies in procedures.

    Gather information from various resources, and surface concerns with suggested resolutions to Team Leader or Team Manager

    Interact and coordinate with all necessary stakeholders to successfully resolve consumer issues, i.e. zones, dispatchers, technicians, etc.

    Find creative solutions that are in the best interest of the consumers, customers and GEA when negotiating and implementing concessions.

    High School Diploma or GED

    Two+ years sales or service experience desired

    Passion for customer service and problem solving

    Experience in organizational skills

    Effectively utilize time management, ability to multi-task, and use critical thinking

    Organized and thorough and able to prioritize and plan to rapid satisfactory resolution.

    Ability to adapt to change

    Flexible with ability to take direction from management yet work independent to achieve goals.

    Excellent written communication skills

    Good typing ability, and computer skills - comfortable navigating multiple online applications.

    Good listening and questioning skills, with ability to resolve conflict

    Exceptional sense of ownership with proven follow-through skills.

    Exceptional negotiation & conflict resolution skills;

    Able to diffuse difficult situations or irate customers, resulting in satisfactory resolution.

    Proven attendance record showing dependability/accountability to work as scheduled

    Proven ability to accept constructive feedback and apply coaching

    Desire to work in a team environment to work towards common goals

    Ability to remain calm and patient while handling challenging customer concerns

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