Senior Representative Trade Experience 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

• 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, work items
• 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
• Work full-time/40-hour schedule
• 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 is 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
• Previous roles within Trade Experience
• Experience working in a virtual/remote environment
• 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