GE Appliances, a Haier company Advanced Services Inc. Call Center Home Delivery Associate in Memphis, Tennessee
USA, Memphis, TN
Job Posting Title
Advanced Services Inc. Call Center Home Delivery Associate
Responsible for resolution of customer or consumer issues and support for Home Depot accounts; resolves needs quickly, reasonably and with high quality satisfaction results.
What you will Do
•Create an outstanding quality service experience for The Home Depot Customers, GEA/ASI customers and/or consumer, advocating on their behalf for reasonable and satisfactory resolution.
•Meet all work schedule demands and obligations with compliance, integrity, and according to ASI values, processes and policies.
•The Home Delivery Associate may receive calls and inquiries on GEA products from The Home Depot team, consumers, GEA/ASI representatives, etc. – assume responsibility for resolving the concern. If unsure, quickly seek input from Team Leader
•Support Home Depot Associates, Managers and consumers in all aspects of the order delivery process including order-entry processes (faxes and electronic ordering), providing information on product availability, and scheduling delivery and order processing.
•Utilize Access Delivery Management Systems (DMS/Manifest) and Distribution Sales Support Operation (DSSO) to resolve issues. Capture all facts surrounding complaints, including steps taken to resolve issue, and review for customer satisfaction prior to case closure.
•Interact and coordinate with necessary stakeholders to successfully schedule deliveries and resolve related problems. Interact with Home Delivery Agents on store and direct-to-consumer deliveries. Handle calls during Defcon as established.
•Find creative solutions that are in the best interest of consumers, customers, and GEA when implementing damage allowances.
•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 Operations Director.
•Adhere to safety policies and procedures to ensure a safe work environment for all.
•Other duties as assigned by Team Leader, Manager, or Operations Director
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 GEA 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.
•Willingness to work flexible hours including early mornings, evenings, weekends and holidays.
•Ability to interact with customers at all levels within the Home Depot organization, GEA/ASI representatives, and consumers.
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.