Customer Service Representative

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

📋 Description

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

• Assess VF Warranty claims to determine eligibility for replacement, repair, or credit.

• Monitor customer and product information while communicating with customers until resolution is achieved.

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

• Establish rapport and resolve intricate customer issues using research and available resources.

• Process orders on behalf of consumers and present additional product offerings.

• Provide solutions and alternatives regarding returns or cancellations.

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

• Support new-hire training and cross-training initiatives.

• Engage in training sessions and team meetings.

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

• Recognize consumer behavior trends and relay feedback to teams and leadership.

• Aid in the ongoing enhancement of customer service processes.

• Uphold VF’s consumer-focused, inclusive culture and provide support to the organization as necessary.

⛳️ Requirements

• 0–2 years of experience and professional accomplishments.

• One year of experience is preferred.

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

• Reliable, high-speed internet connection.

• Exceptional verbal and written communication skills.

• Strong problem-solving skills and attention to detail.

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

• Proficient in utilizing customer service software, databases, and tools.

• Excellent interpersonal skills with a customer-centric approach.

• Ability to learn and retain new information effectively.

• A workspace free from distractions.

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

• Overtime may be required as needed.

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

🏝️ Benefits

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

• Benefits programs encompassing medical plans.

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