Warranty Customer Care Representative
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Job Description
Warranty customer care representative supporting VF consumers across phone, chat, text, email, and social channels. Evaluating claims, processing orders, and resolving customer issues remotely.
Responsibilities:
- Act as the first level of support for consumer inquiries and target one-contact resolution
- Evaluate warranty claims for replacement, repair, or credit eligibility
- Track customer and product information and communicate with customers through resolution
- Serve consumers via inbound phone, email, live chat, text messaging, social media, marketplace, and warranty channels
- Build rapport with consumers and resolve complex customer issues through research and available resources
- Place orders on behalf of consumers and recommend additional products
- Offer solutions and alternatives for returns or cancellations
- Maintain accurate records of customer interactions and resolutions
- Assist with new-hire training and cross-training
- Participate in training sessions and team meetings
- Meet or exceed call-handling, customer-satisfaction, and resolution-rate metrics
- Identify consumer behavior trends and share feedback with team members and leaders
- Contribute to continuous improvement of customer-service processes
- Support VF’s growth-mindset culture, vision, and values
- Provide support to consumers and the organization as needed
Requirements:
- 0–2 years of experience and professional achievements
- One year of experience preferred
- Proven customer service experience, preferably in a contact center environment
- Reliable, high-speed internet
- 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 customer service software, databases, and tools
- Strong interpersonal skills and customer-centric attitude
- Capacity to learn and retain information
- Distraction-free workspace
- Ability to use a keyboard/computer with a phone headset
- Ability to work overtime as needed
- Flexible schedule, including peak seasons, extended hours, weekends, and some holidays
Benefits:
- Additional compensation awards may include an annual incentive plan, sales incentive, or commission potential
- Benefits programs, including medical plan options
- Reasonable accommodations for qualified individuals as required by applicable law
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