GE Appliances, Recreational Living

Ecommerce

• Respond to digital consumer inquiries and provide best-in-class service in support of company-owned websites.
• Address and resolve incoming customer inquiries related to pre-purchase questions, installation requirements, troubleshooting, product care, and complaint resolution.
• Resolve inquiries via the “Ask a Question” and “Ratings & Reviews” sections on GE Appliances-owned websites and other platforms.
• Navigate systems and resources effectively, including the Knowledge Base, eDoc, Salesforce Service Cloud, GEAppliances.com, SMC, and others as needed.
• Maintain high standards of protocol and adhere to established guidelines.
• Support business growth goals by identifying sales opportunities.
• Recognize sales opportunities and complete private store referral process or refer sales prospects to relevant teams to convert interactions into revenue opportunities based on established protocols.

Digital Consumer Experience Advocate

Customer Support

• Resolve escalated customer service issues (in English and Spanish)
• Create an outstanding quality service experience for the GE Appliance consumer
• Advocate with multiple internal departments on their behalf for reasonable and satisfactory resolutions
• Take ownership in resolving escalated customer concerns
• Follow up with customers using phone, email, or text to resolve appliance-related concerns
• Find creative solutions that are in the best interest of the customers and GE Appliances
• Interact and coordinate with all necessary stakeholders to successfully resolve consumer issues
• Gather information from various resources and surface concerns with suggested resolutions to the Team Leader or Team Manager
• Complete consumer reviews for satisfaction before case closure
• Meet work schedule demands and obligations with compliance, integrity, and according to values, processes and policies

Bilingual Spanish Inbound Customer Service Agent

• Resolve escalated customer service issues (in English and Spanish)
• Create an outstanding quality service experience for the GE Appliance consumer
• Follow up with customers using phone, email, or text to resolve appliance-related concerns
• Find creative solutions that are in the best interest of the customers and GE Appliances
• Interact and coordinate with all necessary stakeholders to successfully resolve consumer issues
• Gather information from various resources and surface concerns with suggested resolutions to the Team Leader or Team Manager
• Complete consumer reviews for satisfaction before case closure
• Meet work schedule demands and obligations with compliance, integrity, and according to values, processes and policies

Bilingual Spanish Inbound Customer Service Agent – Consumer Relations

Product Manager

• Manage annual product plans and short- to mid-term roadmap execution for the assigned Light Commercial portfolio, including RTUs, Commercial Splits, and Accessories, ensuring alignment with business priorities and functional objectives.
• Partner with Marketing, Sales, Brand, and Consumer Insights teams to translate market and customer needs into product requirements, support differentiated positioning, and help execute channel plans.
• Collaborate with the HVAC Technology team to define business requirements, support prioritization and resourcing discussions for product development programs, and provide product management leadership for active NPI initiatives.
• Partner with Sales and Marketing teams to support commercial execution and monitor market performance for light commercial RTU and Commercial Split products, identifying actions to improve results.
• Work closely with manufacturing partners to support NPI readiness, launch coordination, operational alignment, and issue resolution for assigned products.
• Collaborate with Sourcing to support sourcing plans and risk mitigation activities for components and sourced products related to day-to-day operations and NPI execution.
• Develop business cases and recommend investment priorities for assigned RTU and Commercial Split initiatives as input to LTP, SII, and Operating Plan processes.
• Partner with Quality, Technology, Sourcing, and manufacturing teams to support cost-out initiatives, quality improvements, and resolution of product and installation issues, incorporating learnings into future product updates and launch plans.
• Partner with Design and Technology teams to support regulatory and agency compliance planning, identify incremental innovation opportunities, and execute continuous improvement projects in collaboration with the Platform team.
• Lead recurring cross-functional product review meetings for assigned RTU and Commercial Split programs to align priorities, track actions, and escalate risks or issues as needed.
• Participate in weekly Production, Scheduling, and Inventory (PSI) meetings to monitor inventory performance, support clearance actions, and help maintain target inventory levels in partnership with manufacturing, Marketing, and Sales.
• Coordinate with the Parts team to support parts availability, customer satisfaction, and financial performance objectives for assigned products.
• Gather and analyze voice-of-customer inputs to support launch planning, product updates, and SKU assortment decisions.
• Develop training content requirements for internal and external stakeholders.
• Deliver product training as needed for internal and external stakeholders, including outside applications engineering contract firms.

Digital Consumer Experience Advocate

Bilingual Spanish Inbound Customer Service Agent

Bilingual Spanish Inbound Customer Service Agent – Consumer Relations

Senior Manager, Product Management – RTUs