Bilingual Warranty Customer Care Representative – English/Spanish

This is a fully remote position, open to applicants in Wisconsin.

📋 Description

• Serve as the initial point of contact for consumer inquiries, aiming for a one-contact resolution.

• Assess warranty claims to determine their eligibility for replacement, repair, or credit.

• Maintain records of customer and product information and engage with customers until resolution is achieved.

• Assist consumers through various channels including inbound calls, email, live chat, text messaging, social media, marketplace, and warranty services.

• Develop a rapport with consumers and resolve intricate customer issues through research and available resources.

• Place orders on behalf of consumers and suggest additional products.

• Provide solutions and alternatives for returns or cancellations.

• Keep detailed and accurate records of customer interactions and their resolutions.

• Help with training new hires or cross-training team members.

• Attend training sessions and participate in team meetings.

• Achieve or surpass metrics related to call handling time, customer satisfaction, and resolution rates.

• Identify consumer behavior trends and work with team leaders to provide feedback and drive continuous improvement.

• Support VF’s growth mindset, vision, values, inclusive culture, and colleagues.

• Stay adaptable to support both consumers and the organization as needed.

⛳️ Requirements

• Bilingual in English and Spanish is required.

• One year of relevant experience is preferred.

• Demonstrated experience in a customer service position, ideally in a contact center setting.

• Access to reliable, high-speed internet.

• A consumer-first approach is essential.

• Outstanding verbal and written communication skills.

• Strong problem-solving skills and keen attention to detail.

• Capability to manage high call volumes and thrive in a fast-paced environment.

• Proficiency in customer service software, databases, and other tools.

• Strong interpersonal skills combined with a customer-centric attitude.

• Ability to learn and retain information effectively.

• A distraction-free workspace is necessary.

• May require prolonged sitting and extensive use of a keyboard/computer with a phone headset.

• Overtime may be needed to meet demand or schedules.

• Flexibility in work schedule may be required during peak seasons, including extended hours, weekends, and some holidays.

• The ideal candidate should reside in Wisconsin.

🏝️ Benefits

• Additional compensation awards may include an annual incentive plan, sales incentive, or commission potential.

• Information regarding the benefits program can be found at MyVFbenefits.com.

• Reasonable accommodations for qualified individuals will be provided as mandated by applicable law.