Remote Customer Service Rep

Are you a confident communicator who excels at building trust through accuracy? We are looking for experts in protection and peace of mind. Help our customers navigate appliance troubleshooting, understand their warranties, and empower them with long-term coverage solutions that "cover the house." At Whirlpool, great products come with great service. To support our consumers, you must be prepared to execute several core functions: providing technical assistance to troubleshoot appliance issues, coordinating service appointments, and offering use-and-care guidance on proper maintenance, such as range cleaning.

Additionally, you will build rapport and diffuse tense situations through active listening, while driving revenue by promoting, upselling, and closing Extended Service Plans.

• Fully remote position, working from home
• base pay: $16.50 / hr with commission opportunities with some selling/upselling roles
• Operational
  
  Hours:
  
  Monday - Friday, 8:00 AM - 6:15 PM EST
• Mandatory Training:
  Comprehensive 4-week program (8:00 AM - 5:00 PM EST)

• High School Diploma or GED
• At least 1 year of customer service experience
• Intermediate computer skills, including the ability to navigate multiple systems across multiple screens simultaneously
• Typing speed of at least 35 error-free words per minute (WPM)
• A functional cell phone to facilitate required Multi-Factor Authentication (MFA) processes
• Ability to work a full 40-hour weekly schedule within the operational hours windows
• Wired Ethernet internet connection with minimum speeds of 50 Mbps download and 25 Mbps upload. Satellite and Wi-Fi internet not compatible

• Empathy & Courtesy:
  Ability to use "caring phrases" and build rapport with frustrated or confused customers.
• De-escalation:
  Skills to negotiate through and diffuse escalated interactions with clear issue ownership.
• Communication:
  Command of English with excellent verbal and written communication skills.
• Adaptability:
  Ability to thrive in a fast-paced environment and maintain a professional brand identity without using company jargon.

salary: $16.49 - $16.51 per hour

shift:
First

work hours: 8 AM - 5 PM

education:
High School

• Build immediate rapport with consumers to establish trust and brand authority.
• Actively identify consumer needs through probing questions and active listening.
• Articulate the features and benefits of protection products, subscription plans, and accessories.
• Meet and exceed volume targets for sales and upselling against described company objectives.
• Manage inbound and outbound interactions via phone, email, or chat while maintaining a professional brand identity.

• Call Center
• Telephone Etiquette
• Empathy
• Basic Computer Skills
• Active Listening
• Typing Skills
• Sales Support (1 year of experience is preferred)
• Call Center Support
• Basic Software Skills

• Years of experience: 1 year
• Experience level:
  Entry Level

Equal Opportunity

Employer:

Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

• Entry Level
• 1 year

• High School (required)