Senior Representative, Customer Contact Center

This role in summary

Whirlpool is currently seeking qualified candidates for a Senior Representative. 

• This role is remote except for candidates who reside in MI - Berrien, Cass, or Van Buren 

• Candidates in those counties are required to work onsite at the Whirlpool Contact Center 

Whirlpool is the world’s leading kitchen and laundry appliance company and markets Whirlpool, Maytag, KitchenAid, Jenn-Air, Amana, and other major brand names.


This position is within the Supply Chain organization in the Trade Experience Department. 

Your responsibilities will include

• Updating and managing internal customer information databases 

• Processing customer requests and resolving inquiries or issues within a timely manner while focusing on the customer experience and following team guidelines  

• Understanding and following detailed Standard Operating Procedures 

• Inbound contacts via multiple channels - phone, email, chat 

• Ability to manage multiple tasks and computer systems 

• Providing exemplary customer service to both internal and external partners

• Embracing rapid change and acquiring new skills while meeting/exceeding metrics

• Managing and interpreting communications from email notifications, chats, or other Whirlpool communication systems and proactively asking questions if needed

• Learning through computer-based training modules or recordings of tasks

• Negotiating through escalated customer interactions by demonstrating exemplary customer service skills and issue ownership 

• Intermediate/Advanced computer skills

• Ability to work full-time/40-hour schedule

• Ability to work between 7:30 am-6:00 pm EST Monday through Friday

• If working remotely: 

  • Cable or DSL internet service must be available in your area with a 12+ Mbps download and roughly 2 Mbps upload speed. Neither Satellite service nor WI-FI are acceptable. A wired ethernet cable connection is required.

  • Ability to provide in-home work space free from noise, distractions, etc.

Minimum requirements

• High School Diploma or GED

• 2+ years of customer contact center experience (virtual or in-person)

Preferred skills and experiences

• Bachelor's Degree

• Experience working in a virtual/remote environment 
• Previous roles within Trade Experience Contract & Specialty org 

• Excellent verbal and written communication skills

• Demonstrated achievements with personal KPIs

• Experience in SAP ECC

• Exemplify ownership of customer issues by troubleshooting issues and quickly finding appropriate resolutions while maintaining a professional demeanor

• Experience working in a fast-paced environment while managing multiple computer programs and work channels across multiple screens