Warranty Customer Care Representative

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

📋 Description

• Serve as the primary support contact for consumer inquiries, aiming for a one-contact resolution.

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

• Monitor customer and product details, maintaining communication with customers until resolution.

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

• Establish rapport with consumers and tackle complex customer issues using research and available resources.

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

• Present solutions and alternatives for returns or cancellations.

• Keep precise records of customer interactions and resolutions.

• Support new-hire training and participate in cross-training efforts.

• Engage in training sessions and team meetings.

• Aim to meet or exceed metrics related to call handling, customer satisfaction, and resolution rates.

• Recognize consumer behavior trends and provide feedback to team members and leaders.

• Contribute to the ongoing enhancement of customer service processes.

• Uphold VF’s growth mindset culture, vision, and values.

• Offer support to consumers and the organization as required.

⛳️ Requirements

• 0–2 years of relevant experience and professional accomplishments.

• One year of experience is preferred.

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

• Access to reliable, high-speed internet.

• Exceptional verbal and written communication abilities.

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

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

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

• Excellent interpersonal skills with a customer-focused mindset.

• Ability to learn and retain new information effectively.

• A distraction-free workspace.

• Competence in using a keyboard/computer along with a phone headset.

• Willingness to work overtime as required.

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

🏝️ Benefits

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

• Comprehensive benefits programs, including options for medical plans.

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