Consumer Services Advocate

Vornado • Wichita, KS

5d • Onsite

About The Position

The Consumer Services Advocate provides customer support to Vornado consumers by phone, email, chat, and mail. The role assists with new orders, order status, product information, product literature requests, warranty claims, and product returns. The advocate resolves consumer issues and questions or refers them to appropriate team members, while completing related records, reports, documentation, and clerical tasks.

The position works with internal departments including finance, shipping, pick and pack, and quality assurance to support consumers and meet company goals. This is not a remote position. Authorization to work in the United States on a full-time basis is required; employer sponsorship for employment-based visa status is not available.

Requirements

• High school diploma or equivalent.
• Ability to multitask, solve problems, and work within deadlines.
• Ability to communicate verbally with consumers and team members and in written applications.
• Excellent phone and email etiquette.
• Team-oriented approach and willingness to assist others.
• Ability to maintain an organized workstation and attend to detail across multiple tasks.
• Proficiency in ERP systems and Microsoft Office Suite.
• Authorization to work in the United States on a full-time basis; employer sponsorship for employment-based visa status is not available.

Nice To Haves

• Consumer service or data entry experience.
• Bilingual Spanish.

Responsibilities

• Receive warranty claims from existing consumers by phone, chat, mail, and email, and process them through claim and order entry systems.
• Receive and process consumer orders by phone, chat, mail, and email.
• Verify pricing, discounts, billing and shipping addresses, and credit status; inform consumers about issues, back orders, and anticipated availability.
• Maintain files and update addresses according to procedures in the applicable systems.
• Resolve order issues, including contacting parcel carriers such as FedEx, UPS, and USPS about shipping problems on consumers’ behalf.
• Process consumer returns, determine the reason for return, and assess whether products are returnable.
• Correct and reship incorrect orders.
• Process consumer paperwork and credits, and send returned products to the Rework department for appropriate checking.
• Inform consumers of credit holds.
• Conduct consumer surveys and resolve requests and issues promptly.
• Keep consumers informed about company policies, procedures, and the status of orders and accounts.
• Work with other departments to accomplish company goals.
• Communicate information politely and professionally while maintaining the company’s reputation for consumer service.
• Complete related records, reports, documentation, and miscellaneous clerical tasks.

Benefits

• Medical and dental insurance with a generous company premium split.
• Employee-paid vision insurance.
• Employee-paid Flexible Spending and Dependent Care accounts.
• 401(k) and Roth options with a 4% dollar-for-dollar match and short vesting schedule.
• Company-paid life insurance, AD&D, and short- and long-term disability.
• 11 paid holidays.
• PTO and vacation accrual with increases based on years of service.
• Employee Assistance Program offering mental health, wellness, and other services.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED