• 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 customers' behalf for reasonable and satisfactory resolutions • Take ownership in resolving escalated customer concerns • Follow up with customers using phone, email, or text • Find creative solutions in the best interest of the customers and GE Appliances when negotiating and implementing concessions • Interact and coordinate with necessary stakeholders to resolve consumer issues • Complete consumer reviews for satisfaction before case closure • Meet work schedule demands and obligations with compliance, integrity, and according to values, processes and policies