At GE Appliances, a Haier company, we come together to make “good things, for life.” As the fastest-growing appliance company in the U.S., we’re powered by creators, thinkers and makers who believe that anything is possible and that there’s always a better way. We believe in the power of our people and in giving them the freedom to explore, discover and build good things, together.
The GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities: we come together, we always look for a better way, and we create possibilities.
Interested in joining us on our journey?
The Senior Consumer Relations Specialist – Executive Team is responsible for managing consumer escalations from various sources, including CEO/executive inquiries, email, phone, fax, mail, consumer agencies, and legal cases. This role focuses on negotiating fair and equitable resolutions that align with company standards and enhance customer experience.PositionSenior Consumer Relations Specialist – Executive TeamLocationUSA, Louisville, KY
How You'll Create Possibilities
Consumer Engagement and Resolution:
Initiate timely first contact with consumers (within the same or next day) and negotiate fair, balanced solutions that align with both the consumer experience and business goals.
Case Management and Research: Conduct thorough research of consumer history, product and service information, and prior case records to fully understand escalation factors. Utilize Salesforce Service Cloud, Oracle EBS, and legacy systems to document case details, process orders, and manage concessions.
Cross-Functional Collaboration: Collaborate with the company’s insurance partner to ensure accurate case information and work closely with the HQ Legal team on case documentation, timeline creation, and the execution of legal directives for small claims, lawsuits, and class action matters. Leverage internal resources and escalate to management, product quality, and service teams as necessary for efficient and cost-effective resolutions.
Compliance and Standards: Ensure adherence to compliance expectations to uphold high ratings with the Better Business Bureau and other relevant agencies.
Team Contribution and Process Improvement: Actively support the Exec CR team by sharing knowledge, recommending process improvements, and contributing to team consistency. Complete special projects and assignments as directed by management.
What You'll Bring to Our Team
Minimum Qualifications:
- Previous experience with GE Appliances.
- 5+ years of experience in consumer relations, customer service, customer/supplier account management or similar roles involving effective escalation management or negotiating skills.
- Excellent oral and written communication skills.
- Proficiency in time management and organization; capable of handling multiple cases simultaneously, ensuring accurate and timely resolution.
- Strong interpersonal skills with the ability to engage and collaborate effectively at all levels, including with Executive management.
Preferred Qualifications:
- Bachelor’s degree in Business Management, Communications, or a related field.
- Proficiency with Salesforce, ERP systems, and legacy platforms.
Familiarity with GEA/ASI Customer Relations processes and best practices.
Our Culture
At GE Appliances, creativity meets passion and conversations lead to exceptional outcomes and experiences. We respect and value the unique backgrounds and experiences that everyone brings to GE Appliances. We believe a diverse workplace, where everyone is included and people can be their true and authentic selves, fosters creativity and innovation. We know our differences are our greatest strength. The very best innovations across every function of a company come from diverse teams. Our commitment to ensuring a safe and inclusive workplace where everyone is valued allows employees to perform at their best, every day. Diversity at GE Appliances helps us achieve zero distance to our owners, innovate smartly and connect to the communities and customers we serve. We encourage and support the ideas, aspirations, and the wellbeing of everyone - our employees and our communities
GE Appliances is a trust-based organization. It is important we offer our employees the flexibility they need to do their best work while balancing the needs of the business and individuals. When you join GE Appliances, you will have the opportunity to work with your leader to create a flexible work arrangement that balances the needs of the individual, team, and organization.
GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
GE Appliances participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S
If you are an individual with a disability and need assistance or an accommodation to use our website or to apply, please send an e-mail to [email protected]
Top Skills
What We Do
GE Appliances, a Haier company and Affiliates (GEA), is more than a place to work. We imagine, design and build some of the world's best appliances. Our people strive to improve themselves, the company and the community—building challenging and rewarding careers along the way. We value diversity, teamwork, innovation and lean manufacturing. We work with some of the best people in the world who take pride in our products and thrive on challenges. More than a place to work, it is a place of opportunity, a place to grow and a place to develop your career.
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