[Hiring] Bilingual Warranty Customer Care Representative @VF Corporation

Role Description

A day in the life of a Warranty Customer Care Representative at VF looks a little like this:

• Empowers consumers to live active lifestyles by sharing product knowledge, providing superior customer support, and processing customer orders.
• Works with multiple brands and channels including inbound calls, live chat, text messaging, and email correspondence.
• Independently manages daily, time-sensitive responsibilities in a fast-paced environment.
• Provides exceptional customer service, resolving inquiries, and ensuring customer satisfaction through effective communication and problem-solving skills.

Let’s break down that day-in-the-life a bit more:

• Acts 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.
• Supports the VF Warranty process by evaluating customer claims to determine eligibility for replacement, repair, or credit.
• Tracks customer and product information to support claims and communicates with customers through resolution.
• Services consumers through various mediums, including inbound phone calls, email correspondence, live chat, text messaging, social media, marketplace, and warranty.
• Builds a sustainable and trusting rapport with consumers by following established processes.
• Resolves complex customer issues by conducting thorough research and utilizing available resources.
• Supports consumers by placing orders on their behalf and offering additional products to fit their needs.
• Offers solutions and alternatives to consumers when returns or cancellations are requested, through active listening and understanding.
• Maintains detailed and accurate records of customer interactions and resolutions.
• Assists in training new hires or cross-training, following established call flows and processes.
• Participates in training sessions and team meetings to stay updated on product knowledge, policies, and processes.
• Meets or exceeds performance metrics, including areas such as call handling time, customer satisfaction scores, and resolution rates.
• Recognizes trends of consumer behavior and collaborates with team and leaders to share feedback.
• Contributes to the continuous improvement of customer service processes and practices.
• Embraces VF’s growth mindset culture, vision, and values by focusing on the consumer, creating an inclusive culture, and supporting peers.
• Is agile in role to support consumers and the organization where needed.

Qualifications

• 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 mindset.
• 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.

Requirements

• Distraction-free workspace.
• May require extensive sitting and use of keyboard/computer with a phone headset.
• May require overtime as needed to meet demand/schedule.
• Flexible work schedule may be required to accommodate demand associated with peak season, extended hours, weekends, and some holidays.
• Location requirement: While this position is fully remote, the ideal candidate will reside within Wisconsin to better service their client base.

Benefits

• Hiring Range: $16.00 USD - $20.00 USD per hour.
• Incentive Potential: This position is eligible for additional compensation awards that may include an annual incentive plan, sales incentive, or commission potential.
• Detailed information on your benefits will be provided during the hiring process.