Bilingual Warranty Customer Care Representative (English/ Spanish)

What will you do? 

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

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.

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

• 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.

What do you need to succeed? 

We all have unique skills that we bring to work and celebrate every day. For this role, there are foundation skills you’ll need to succeed and excel. Additionally, while formal education in a related field is great to have, we are most interested in your 0-2 years of experience and professional achievements.

Educational/ Position 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.

Special Physical and/or Mental 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 hour, 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.

Hiring Range:

Incentive Potential: This position is eligible for additional compensation awards that may include an annual incentive plan, sales incentive, or commission potential. Specific details of the additional compensation eligibility for this position will be provided during the recruiting and interview process.

Benefits at VF Corporation: You can review a general overview of each benefit program offered, including this year's medical plan rates on www.MyVFbenefits.com  and by clicking Looking to Join VF? Detailed information on your benefits will be provided during the hiring process.

Please note, our hiring ranges are determined and built from market pay data. In determining the specific compensation for this position, we comply with all local, state, and federal laws.

At VF, we value a diverse, inclusive workforce and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you require accommodations during the application process, please contact us at peopleservices@vfc.com. VF will provide reasonable accommodations for qualified individuals to the extent required by applicable law.

Pursuant to all applicable local Fair Chance Ordinance requirements, including but not limited to the San Francisco Fair Chance Ordinance, VF will consider for employment qualified applicants with arrest and conviction records.