Consumer CARE Lead

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 and Yummly. In 2020, the company reported approximately $19 billion in annual sales, 78,000 employees and 57 manufacturing and technology research centers.

Whirlpool Corporation is consistently recognized by FORTUNE as one of the World’s Most Admired Companies. Our values are the driving force behind everything we do. Integrity, Respect, Inclusion & Diversity, One Whirlpool, and Spirit of Winning propel our teams to excellence. Get to know us and see what it's like to be part of a company that is in constant pursuit of improving life at home.

We are seeking qualified candidates for a CARE Resolution Lead opening to join our Customer Service organization.

Role responsibilities include:

• 
  Collaborate with our Care Experts to make the right decisions for our Customers during escalations

• Leaders as teachers - opportunities to share best practices-employee development

• Drive profitability and productivity using lean principles

• Working as high performing - self-directed team

• Proven high employee engagement

• High energy and fun environment

• Answer Care Expert questions and resolve Consumer escalations

• Provide guidance and coaching to Care Experts

• Communicate and help drive policy/procedure questions within the tea.

What you will do:

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  Provide quality customer service in a call center environment to highly escalated consumers

• Provide win-win resolutions to resolve escalated issues

• Troubleshoot product inquiries and assist with Use&Care/installation concerns

• Offer applicable revenue generation opportunities that are beneficial to the consumer

• Teach others to "fish" for answers - You are their guide.

• Build trust and respect with our internal consumers

• Adhere to correct processes and procedures, and refrain from using or showing shortcuts

Qualifications:

• 
  Knowledge of computers with proficiency in eCRM, SAP, Service Bench, Sharepoint, Google, and AIG

• Skilled in negotiating, selling, and problem-solving

• Adaptability in a fast-paced environment

• Strong verbal and written communication skills

• Ability to effectively manage time within a program's performance expectations

• Previous experience working cross-functionally or with supporting internal programs

• Experience demonstrating attention to detail, decision-making, and analytical skills

• Flexible and self-motivated with impeccable work ethic

• Ability to work independently, as well as within a team environment.

• Strong organizational and multitasking skills with the ability to make quick, thought-out decisions

• Flexibility to work varied schedules

• Strong performance metrics with a willingness to adopt a team-first mentality.

• Passion for teaching and helping others succeed.

• Bilingual and able to read, write and speak Spanish proficiently is a plus

• Associates degree desired

Connect with us and learn more about Whirlpool Corporation

See what it's like to work at Whirlpool by visiting Whirlpool Careers. Additional information about the company can be found on Facebook, Twitter, LinkedIn, Instagram and YouTube.

At Whirlpool Corporation, we value and celebrate diversity. Whirlpool Corporation is committed to equal employment opportunity and prohibits any discrimination on the basis of race or ethnicity, religion, sex, pregnancy, gender expression or identity, sexual orientation, age, physical or mental disability, veteran status, or any other category protected by applicable law.