Bilingual Spanish Inbound Customer Service Agent - Consumer Relations

About This Role

As a Bilingual Remote Consumer Advocate, you will resolve escalated customer service issues in both English and Spanish, creating an outstanding service experience for GE Appliance consumers and advocating on their behalf for satisfactory resolutions.

Responsibilities

• Take ownership in resolving escalated customer concerns, capturing facts, following steps to resolve issues, managing data, 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
• Find creative solutions in the best interest of customers and GE Appliances when negotiating and implementing concessions
• Interact and coordinate with all necessary stakeholders (zones, dispatchers, technicians) 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

Requirements

• Ability to communicate effectively and proficiently using both English and Spanish language in written and verbal form
• High School Diploma or GED
• 1+ years of Call-Center experience
• 2+ years of Escalated Customer Service experience
• Moderate to advanced computer skills; navigating multiple online applications
• Exceptional organizational skills
• Ability to handle high-volume calls while simultaneously handling multiple online applications

Qualifications

• High School Diploma or GED
• Minimum of 1-year Call-Center experience, minimum of 2-years Escalated Customer Service experience

Nice to Have

• Previous experience working from home

Skills

* Required skills

Benefits