Bilingual Warranty Customer Care Representative (English/ Spanish)
About The Position
The Warranty Customer Care Representative empowers our consumers to live active lifestyles by sharing product knowledge, providing superior customer support, and processing customer orders. The representative works with multiple brands and channels including inbound calls, live chat, text messaging and email correspondence. This fully remote position requires the ability to independently manage daily, time sensitive responsibilities in a fast-paced environment. This role is responsible for providing exceptional customer service, resolving inquiries, and ensuring customer satisfaction through effective communication and problem-solving skills.
Requirements
- One year of experience preferred.
- Proven experience in customer service role, preferably in a contact center environment.
- Bilingual in English and Spanish.
- Reliable, high speed internet.
- Consumer first mind-set.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to handle high call volumes and work in a fast-paced environment.
- Proficiency in using customer service software, databases, and tools.
- Strong interpersonal skills and a customer-centric attitude.
- Capacity to learn and retain information.
Nice To Haves
- Formal education in a related field is great to have.
Responsibilities
- Act as the first level of support for consumer inquiries, exemplifying strong consumer connectivity using active listening, professionalism, empathy, and problem-solving skills targeting a one-contact resolution.
- Support the VF Warranty process by evaluating customer claims to determine if it is eligible for replacement, repair or credit. Track customer and product information to support the claims and communicate with customer through resolution.
- Service consumers through various mediums, including in-bound phone calls, email correspondence, live chat, text messaging, social media, marketplace, and warranty.
- Build a sustainable and trusting rapport with consumers by following established processes. Resolve complex customer issues by conducting thorough research and utilizing available resources.
- Support consumers by placing orders on their behalf and offering additional products to fit their needs.
- Offer solutions and alternatives to consumers when returns or cancellations are being requested, through active listening and understanding.
- Maintain detailed and accurate records of customer interactions and resolutions.
- Assist training of new hires or cross-training, following established call flows and processes. Participate in training sessions and team meetings to stay updated on product knowledge, policies, and processes.
- Meet or exceed performance metrics, including areas such as call handling time, customer satisfaction scores, and resolution rates.
- Recognize trends of consumer behavior and collaborate with team and leaders to share feedback. back Contribute to the continuous improvement of customer service processes and practices.
- Embrace VF’s growth mind-set culture, vision, and values by focusing on the consumer, creating an inclusive culture, and supporting peers.
- Be agile in role to support consumers, and organization, where needed.
Benefits
- Annual incentive plan
- Sales incentive
- Commission potential
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
