Remote Appliance Representative

As the Appliance Representative, you will communicate with customers primarily through phone and email and use a variety of software tools to navigate accounts, research and review policies. You’ll advocate for all customer service issues. Ensures that customers and employees receive the best service possible by handling escalated calls, providing technical assistance, coverage assistance and monetary approval for situations where an associate has exceeded their authorization limit. Uses computerized system for tracking, information gathering, and/or troubleshooting.

Responsibilities:

Handles inbound phone calls regarding appliance replacement orders. Provides customer service for replacement orders, upgrades, and/or cash-in-lieu of a replacement.

Interprets customer contracts and determines appropriate replacement models for customers based on their current appliances.

Assists customers in finding a comparable replacement appliance from an approved list of preferred vendor suppliers.

Discusses product replacement and/or repair options with customers

Handles escalated customer service issues until resolution is achieved.

Qualifications

Minimum Education, Licensure and Professional Certification requirements:

High school diploma or general education degree (GED) required

Minimum Experience required:

1-3 years of customer service experience and/or training required, or an equivalent combination of education and experience

Required Skills:

Must have internet access with minimum 4.6Mbps upload/download speeds

Bias for action, flexible problem solver who can multitask

Ability to adapt to a fast-paced environment

Conflict resolution skills

Computer skills in a Windows based environment (Microsoft Word, Excel, Outlook)

Attention to detail

Preferred Skills:

Solution and detail oriented

Leads conversations with positivity and control – leads members to identified outcome and controls the conversation in a positive fashion.