Bilingual Spanish Inbound Customer Service Agent - Consumer Relations

About the Role

Day-to-day, you will create an outstanding quality service experience for the GE Appliance consumer, advocating with multiple internal departments on their behalf for reasonable and satisfactory resolutions. You will work closely with various stakeholders, including zones, dispatchers, technicians, and other customer service representatives to resolve customer issues.

What You Will Do

• 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.
• 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.
• Utilize multiple Windows-based programs and other internal applications to manage customer data and resolve issues.
• Participate in ongoing training and development to improve customer service skills and stay up-to-date on new products and services.

What We Are Looking For

• Excellent communication skills in both English and Spanish.
• Ability to work in a fast-paced environment and handle multiple customer interactions simultaneously.
• Strong problem-solving skills and ability to think critically.
• Proficiency in Microsoft Office, particularly Excel.
• Experience working in a customer-facing role, preferably in a remote environment.
• High school diploma or equivalent required; degree in a related field preferred.
• Ability to work a variety of shifts, including evenings and weekends (although no weekend shifts are currently available).

Nice to Have

• Experience working with customer relationship management (CRM) software.
• Familiarity with Windows-based programs and internal applications.
• Certification in customer service or a related field.

Benefits and Perks

• Competitive hourly rate with opportunities for incentives and bonuses.
• Paid on-the-job training and mentoring to help you succeed in your role.
• Work-from-home opportunities with equipment provided.
• No weekend shifts available.
• Paid time off and holidays.
• 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 insurance.
• Life insurance and appliance discount program.
• Tuition reimbursement and gym membership reimbursement.
• Career growth opportunities and professional development.

• Highlight your excellent communication skills in both English and Spanish, and be prepared to provide examples of times when you had to resolve customer complaints.
• Emphasize your ability to work in a fast-paced environment and handle multiple customer interactions simultaneously.
• Make sure to research Haier's company culture and values, and be prepared to talk about how you can contribute to the team.
• Practice your problem-solving skills and be prepared to provide examples of times when you had to think critically to resolve an issue.
• Be prepared to ask questions during the interview, such as what a typical day looks like in the role, or what opportunities there are for professional development.