Customer Relations Representative

  • location: Benton Harbor, MI
  • type: Temp to Perm
  • salary: $11.25 per hour
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job description

Customer Relations Representative

Currently, we are seeking qualified candidates for a Whirlpool Factory Service Representative to join our Whirlpool Factory Service organization.

Responsibilities:
What You Will Do

The Factory Service Representative will assist and support customers, Factory Service coordinators and technicians with daily service calls and respond to incoming phone calls and voicemails. The representative will work directly with and support Factory Service personnel on a daily basis.

Handle incoming phone calls and voicemail messages from customers, cXc and TPS
Respond to all consumer complaints and requests regarding the status of their service call
Place outbound phone calls to consumers to keep them apprised of changes, delays or request further information as it relates to their service call
Continually strive to improve on information captured from the consumer and relays changes and/or updates to Factory Service personnel, cXc and/or TPS as appropriate
Primarily work within BMS software to record status updates and comments as well as answers any questions from consumer based on information provided in BMS; may use eCRM, Service Bench, and other systems periodically to troubleshoot and resolve consumer inquiries
Obtain and relay special authorizations and just in time updates to Factory Service technicians
Work collaboratively with cXc and TPS personnel in the administration and adherence to standardized policies
Assist consumers with product knowledge, installation information, troubleshooting, and use and care as needed
Be responsible for productivity, quality and customer satisfaction metrics
Independently resolve customer issues for both internal & external customers
Continually strive for a higher level of service and customer satisfaction
Support additional project work

Working hours: 8 AM - 8 PM

Skills:
What You Need To Succeed
High School Diploma or GED
Effective and professional communication and organization skills
High level of self-motivation and integrity
Ability to troubleshoot, collaborate and brainstorm with other team members
Demonstrates professionalism when representing the company
Strong interpersonal skills and decision making ability
Flexibility to support the working hours of Factory Service Technicians (8 AM - 8 PM Monday - Saturday)
Preferred Requirements
Experience in Customer Service/product services or combined technical education and experience preferred
Some Field Service and/or Factory Service knowledge a plus
Strong computer skill sets

Qualifications:
Apply today!

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