GE Appliances, a Haier company CR Consumer Advocate in Rapid City, South Dakota
USA, Rapid City, SD
Job Posting Title
CR Consumer Advocate
The CR Consumer Advocate is chiefly responsible for providing World-Class problem resolution services to GE Appliance Consumers. The Advocate will receive, investigate, document and resolve customer and consumer concerns with highest focus on quality service and consumer satisfaction. This individual demonstrates enthusiasm and a sense of urgency while addressing customer inquiries regarding product features, benefits, warranties, complaints and other related topics.
This position includes four to five weeks of paid training from 7:30 to 4 p.m.; followed by four to five weeks of on the job training. Department hours are 6 a.m. until 4:30 p.m. M-F. Advocates are paid weekly at an hourly rate plus weekly performance incentives up to additional $125.00
What you will Do
ESSENTIAL DUTIES AND RESPONSIBILITIES
Create an outstanding quality service experience for the GE Appliance consumer, advocating on their behalf for reasonable and satisfactory resolution.
Own resolution of consumer concern, including data mgmt, capturing all facts surrounding complaints, including steps taken to resolve issue, 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.
Consumer Advocate may receive calls and complaints from sales team, consumers, dealers, CHS-CR, etc – assume immediate ownership of the resolution. If unsure, will quickly seek input from Team Leader or Team Manager and proceed accordingly.
Research and analyze 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 issue, ie; zones, dispatchers, technicians, etc.
Find creative solutions that are in the best interest of consumers, customers, and GE when negotiating and implementing concessions
Adhere to safety policies and procedures to ensure a safe work environment for all.
May be requested to perform other duties as assigned by the Team Leader or Team Manager.
What you need to Succeed
Possesses positive, can-do attitude with bias for action; demonstrates sense of urgency and commitment to see things through.
Excellent oral and telephone skills including pleasant voice quality
Exceptional interpersonal skills – able to build connection to consumer, WOW them when possible and creates fans of our service
Organized and thorough, with effective time management skills; 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.
Demonstrates strong problem-solving skills, with ability to make sound decisions using good judgment.
Strong work ethic; works independently, researching and analyzing data in an expedient manner to a reasonable, satisfactory resolution
Possesses or can build in-depth knowledge of GE products, processes, policies and guidelines.
High School Diploma or Equivalent required; two+ years sales or service experience desired.
Strong written communication skills, good typing ability, and computer skills - comfort navigating multiple online applications.
Good listening and questioning skills, with ability to resolve conflict and strong 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.
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GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.