Bilingual Spanish Inbound Customer Service Agent - Consumer Relations

About the Role

The role entails working in a fast-paced environment, responding to customer inquiries via phone, email, or text, and resolving issues in a timely and professional manner. You will be part of a team of dedicated customer service agents, working together to provide excellent service and support to customers.

The team context is dynamic, with a focus on collaboration and communication. You will be reporting to a team leader or manager, who will provide guidance and support to ensure your success in the role.

What You Will Do

• Respond to customer inquiries via phone, email, or text, resolving issues and providing excellent service
• Advocate for customers, working with internal departments to resolve issues efficiently
• Take ownership of resolving escalated customer concerns, capturing all relevant information and following outlined steps to resolve issues
• Follow up with customers to ensure issues are resolved and provide additional support as needed
• Use multiple Windows-based programs and internal applications to manage customer interactions and resolve issues
• Gather information from various resources and surface concerns with suggested resolutions to the team leader or manager
• Complete consumer reviews for satisfaction before case closure
• Meet work schedule demands and obligations with compliance, integrity, and according to company values, processes, and policies
• Interact and coordinate with all necessary stakeholders to successfully resolve consumer issues
• Find creative solutions that are in the best interest of the customers and GE Appliances when negotiating and implementing concessions

What We Are Looking For

• Ability to communicate effectively and proficiently in both English and Spanish
• Excellent customer service skills, with a focus on providing outstanding quality service experiences
• Ability to work in a fast-paced environment, resolving customer complaints efficiently
• Strong problem-solving skills, with the ability to think critically and outside the box
• Ability to work independently and as part of a team, with a focus on collaboration and communication
• Basic computer skills, with the ability to learn and use multiple Windows-based programs and internal applications
• High school diploma or equivalent required, with a degree in a related field preferred
• 1-2 years of customer service experience, with a focus on inbound customer service

Nice to Have

• Experience working in a remote environment, with a focus on self-motivation and discipline
• Knowledge of appliance industry or related field, with a focus on understanding customer needs and concerns
• Certification in customer service or a related field, such as Six Sigma or customer experience management

Benefits and Perks

• Paid on-the-job training and mentoring, with a focus on developing your skills and knowledge
• Work-from-home opportunities, with equipment provided to ensure your success in the role
• No weekend shifts, with a focus on providing a better work-life balance
• Paid time off, with a generous allowance for vacation and sick leave
• Medical, dental, vision, and prescription benefits eligibility on day 1 of employment, with a focus on supporting your health and well-being
• 401(k) program with a company match, with a focus on supporting your financial future
• Short-term and long-term disability, with a focus on providing financial protection in case of illness or injury
• Life insurance, with a focus on providing financial protection for your loved ones
• Appliance discount program, with a focus on providing discounts on GE Appliances products
• Tuition reimbursement, with a focus on supporting your ongoing education and development
• Gym membership reimbursement, with a focus on supporting your physical and mental health

• Develop your Spanish language skills, with a focus on improving your communication abilities and providing excellent service to Spanish-speaking customers.
• Practice using Windows-based programs and internal applications, with a focus on developing your technical skills and knowledge.
• Highlight your customer service experience, with a focus on showcasing your skills and abilities in providing excellent service to customers.
• Research the company and the role, with a focus on understanding the company culture and values and demonstrating your enthusiasm for the position.
• Prepare examples of times when you had to resolve customer complaints, with a focus on showcasing your problem-solving skills and ability to think critically.
• Be prepared to discuss your ability to work in a fast-paced environment, with a focus on demonstrating your self-motivation and discipline.
• Ask about the company culture and values, with a focus on understanding the company's approach to customer service and employee development.