Customer Service Apprentice, Hybrid Benton Harbor, MI Job at 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 and Yummly. In 2021, the company reported approximately $22 billion in annual sales, 69,000 employees and 54 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.
Consumer Services Apprenticeship
Specialist - Sales and Customer Service
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. This is a three-year program with on-the-job training and college-level classes paid through Whirlpool. This program is in cooperation with Lake Michigan College, the individual, and the state. The Sales and Customer Service Apprenticeship program is accredited by the state of Michigan. Must possess and demonstrate strong leadership skills while also serving as a role model for Whirlpool's core values. As an Apprentice in the Sales and Customer Service space, you may support our trade partners, 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 Consumer Services support our customers from 8 am-6 pm EST Monday-Friday(some programs provide assistance on Saturdays too). This position has a hybrid work schedule, you will work both in the Benton Harbor Customer eXperience Center and from home during a regular work week.
An Apprentice’s responsibilities include
Completing 6000 hours of on-the-job training within 3 years- Completing the required Lake Michigan College (LMC) curriculum and obtaining a Business Associate in Applied Science (AAS) degree completing the Sales & Customer Service track
- Obtain a base level understanding of all the areas within Consumer Services.
- Show acceptable progress in a given area as seen through evaluations provided by the direct people leader
- Updating and managing internal customer information databases. Processing customers' requests and resolving inquiries or issues within a timely manner focusing on the customer experience while following team guidelines.
- Comfortable with computer quick keys and ability to follow detailed Standard Operating Procedures.
- Inbound calls via multiple channels - phone, email, chat.
Whirlpool Corporation Global Headquarters
2000 N. M63
Benton Harbor, MI 49022
269-923-5000
- Ability to manage multiple tasks and computer systems.
- Embrace rapid change and acquire new skills as employee metrics are met. Must be able to understand communications from email notifications and proactively ask questions if needed. Learn through computer-based training modules or recordings of tasks.
- Negotiate through escalated customer interactions by demonstrating exemplary customer service skills and issue ownership.
Minimum requirements
- Ability to maintain professionalism while representing the company
- Identify systems/procedures and team/individual issues, working independently, and in cooperation with leadership in improving processes and deliverables
- Must be available to work a 40-hour schedule (during a promotional period, business hours may extend to 10 pm).
- High School Diploma/GED
- Intermediate computer skills
- Ability to maintain professionalism while representing the company
- 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.
- Must be able to provide office equipment other than the PC (desk, chair, lighting).
- 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.
Preferred skills and experiences
- Previous virtual call center experience or applicable retail experience
- Excellent verbal and written communications skills
- Ability to type at least 35 error-free words per minute while interacting with customers
- At least 1 year of customer service experience in retail, food service, hospitality, and contact center
- Comfortable working with contact center software such as SAP-eCRM, Aspect, or Genesys and online meeting platforms such as Zoom or Google Suite, specifically in a Google environment (Gmail, Sheets, Chat, Forms, etc.).
- Ability to troubleshoot issues and quickly find appropriate resolutions while maintaining a professional demeanor
- Experience working in a fast-paced environment while managing multiple computer programs, across multiple screens.
What is in it for you?
- The opportunity to work full-time role via hybrid office-home schedule
- Compensation starts @ $14.00 an hour with an additional .50 an hour increase every six months while in the program
- Medical, Dental, and Vision Insurance
- 401(k) Investments Program
- Appliance discounts and other employee perks
- Professional growth and advancement opportunities including full payment of school tuition and books while attending Lake Michigan College
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 helps 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, and 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.
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