Representative, Customer Contact Center - job 2 of 3

ABOUT WHIRLPOOL CORPORATION
Whirlpool Corporation (NYSE: WHR) is committed to being the best global kitchen and laundry company, in constant pursuit of improving life at home. In an increasingly digital world, the company is driving purposeful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, KitchenAid, Maytag, Consul, Brastemp, Amana, Bauknecht, JennAir, Indesit, Yummly and InSinkErator. In 2022, the company reported approximately $20 billion in annual sales, 61,000 employees and 56 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com.

Whirlpool is the world’s leading kitchen and laundry appliance company and markets Whirlpool, Maytag, KitchenAid, Jenn-Air, Amana and other major brand names in more than 170 countries around the world.

This role in summary
At Whirlpool and within our Consumer Services organization there are many opportunities for career growth and advancement. As a Customer Service Representative for Whirlpool Service Plans (AIG), you may support our consumers, and/or internal process partners via phone, chat, email or other technology for our Whirlpool Consumer Services organization. These interactions range from scheduling service appointments to placing orders and scheduling deliveries. Whirlpool Service Plans (AIG) support our customers from 8am-8pm EST Monday through Friday and 8am-5pm Saturdays. This position is completely remote/work from home.

Your responsibilities will include

• Managing and maintaining customer information databases while providing product and service information, processing customer transactions and resolving customer inquiries on the first call.
• Contribute to customer satisfaction through resolution of customer service requests while meeting individual and team productivity goals.
• Support customer questions regarding their extended service plan contract
• Support Whirlpool Service Network regarding service dispatch questions
• Provide assistance to Team Advisors on special projects as assigned.
• Inbound contacts via multiple channels - phone, email, chat.
• Ability to manage multiple tasks and computer systems.
• Customer Service both internal and external
• Sales for extended service plans

Minimum requirements

• Must be able to work full time/40 hour schedule
• High School Diploma/GED
• Ability to provide an in‐home office environment that is ergonomic, comfortable and in its own space separate from the living space.
• Ability to provide a quiet environment during work hours with no distractions.
• Cable or DSL internet service must be available in your area with a 12+ mbps download and roughly 2 kbps upload speed. Satellite service is not acceptable. WI-FI is not acceptable. A wired ethernet cable connection is required.
• Must be able to provide office equipment other than the PC (desk, chair, lighting)
• Must be able to work shifts between 8am-8pm Monday to Friday and 8am-5pm Saturdays
• At least 1 year of customer service experience in a virtual environment or equal experience in customer service.
• Preferred skills and experiences
• Ability to type at least 35 error-free words per minute while interacting with customers
• Ability to troubleshoot issues and find appropriate resolutions while maintaining empathy and professionalism
• Intermediate computer skills and ability to navigate through multiple systems
• Virtual environment experience a plus
• Experience with computer setup and overall computer literacy
• Associates or Bachelors Degree desirable
• Previous virtual call center experience or applicable retail customer service experience
• Intermediate computer skills and comfortability working with contact center software such as SAP-eCRM, Aspect, Genesys, Google Suite, or Zoom.
• Experience working in a fast paced environment while managing multiple computer programs, across multiple screens.
• Critical thought and experience in problem identification and creative problem resolution

What is in it for you?

• 
  The opportunity to work full-time from the comfort of your home
• Competitive compensation at $15.00 an hour
• Opportunities for sales commission
• Internet reimbursement
• Medical, Dental, and Vision Insurance
• 401(k) Investments Program
• Appliance discounts and other employee perks
• Professional growth and advancement opportunities

What is Next?

Thanks for taking the first step in starting your career with Whirlpool, we look forward to reviewing your application. We have multiple steps in our process. If you are selected to move forward, you will be contacted via email and asked to complete an online skills assessment.

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, Whirlpool offers a variety of comprehensive and competitive benefit programs to meet your needs. This includes maternal & paternal leave which help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.
We love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being inclusive and diverse isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel Whirlpool is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your best self to work whether you are located at the corporate headquarters or working from your home office.