Senior Representative, Customer Contact Center

Requisition ID: 67630

ABOUT WHIRLPOOL CORPORATION
Whirlpool Corporation (NYSE: WHR) is a leading kitchen and laundry appliance company, in constant pursuit of improving life at home and inspiring generations with our brands. The company is driving meaningful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, KitchenAid, JennAir, Maytag, Amana, Brastemp, Consul, and InSinkErator. In 2023, the company reported approximately $19 billion in annual sales, 59,000 employees, and 55 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com.

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. In this role, you will handle escalations and assist customers (THD employees, consumers, and Sales) through email/chat media, handle reports, and work directly with Trade Operations on files to help The Home Depot.

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

• Previous roles within Trade Experience Contract & Specialty org
• Experience working in a virtual/remote environment
• Bachelor's Degree
• 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.
  
  RSRWH

What we offer

Generous benefits package , Whirlpool employee discount, fitness & educational reimbursement programs, kitchenettes, and more! Saint Joseph/Benton Harbor locations: Beautiful, recently renovated office space, free coffee, biking/walking trails, and access to The Eddy - Early Childhood Center (depending upon availability - additional costs required).

Additional information

Whirlpool's Ways of Working

Our goal is to provide an environment that helps you bring your best to Whirlpool every day. We offer flexibility and industry-leading time-off benefits that will help you balance what's important at work and at home, including:

• Always On Flexibility - You will have the autonomy to manage personal, family, and outside-of-work commitments as needed.
  
• Two-Week Work from Anywhere - Minimum of one-week increments for a total of two weeks p