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:

$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. 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.

About Us

VF Corporation habille les consommateurs partout dans le monde grâce à son portefeuille diversifié de marques emblématiques de style de vie, notamment Vans®, The North Face® et Timberland®. Fondée en 1899, VF est l’une des plus importantes entreprises mondiales de vêtements, de chaussures et d’accessoires. Elle exerce ses activités de façon socialement et écologiquement responsable dans de nombreuses régions du monde, catégories de produits et canaux de distribution.

VF s’engage à offrir des produits novateurs aux consommateurs et à créer une valeur durable pour ses clients et ses actionnaires.

VF Corporation outfits consumers around the world with its diverse portfolio of iconic lifestyle brands, including Vans®, The North Face®, and Timberland®. Founded in 1899, VF is one of the world's largest apparel, footwear and accessories companies with socially and environmentally responsible operations spanning numerous geographies, product categories and distribution channels. VF is committed to delivering innovative products to consumers and creating long-term value for its customers and shareholders.

Énoncé de vision de VF en matière de diversité
VF s’engage à créer un environnement inclusif qui accueille et valorise les différences parmi tous ses associés, ses clients, ses fournisseurs et les collectivités où nous vivons et exerçons nos activités. Le succès et la croissance continus de VF sont renforcés par des initiatives qui favorisent la diversité à l’échelle mondiale. VF s’engage à offrir l’égalité des chances en matière d’emploi et à traiter ses associés et ses candidats sans discrimination fondée sur la race, la couleur, le sexe, l’âge, l’origine nationale, la religion, l’orientation sexuelle, l’identité ou l’expression de genre, l’état matrimonial, la citoyenneté, un handicap, le statut d’ancien combattant protégé, le statut VIH/sida ou tout autre motif protégé par la loi.

VF s’engage à répondre aux divers besoins des personnes en situation de handicap dans des délais raisonnables, conformément aux principes d’autonomie, de dignité, d’intégration et d’égalité des chances. Pour ce faire, VF s’efforcera de cerner, de prévenir et d’éliminer les obstacles à l’accessibilité partout où cela est possible, tout en respectant les exigences en matière d’accessibilité prévues par l’ADA, la LAPHO (AODA) et toute autre réglementation provinciale, étatique ou locale applicable.

VF s’engage à assurer l’accessibilité numérique, à se conformer aux Règles pour l’accessibilité des contenus Web (WCAG) 2.1, niveau AA, ainsi qu’aux normes de conception accessible de l’ADA et de la LAPHO (AODA), et à toute autre réglementation applicable.

Si vous avez besoin d’une mesure d’adaptation ou si vous avez des questions concernant cet énoncé, veuillez transmettre votre demande à PeopleServices@vfc.com

VF Diversity Vision Statement
VF is committed to creating an inclusive environment that welcomes and values the differences among all of our associates, customers, suppliers and the communities in which we live and conduct business. The continued success and growth of VF is enhanced through initiatives that promote diversity throughout VF around the world. VF is committed to providing equal opportunities in employment, and treating our VF associates and VF applicants without discrimination on the basis of their race, color, gender, age, national origin, religion, sexual orientation, gender identity or expression, marital status, citizenship, disability, protected veteran status, HIV/AIDS status, or any other legally protected basis.

VF is committed to meeting the diverse needs of people with disabilities in a timely manner that is consistent with the principles of independence, dignity, integration and equality of opportunity, and will do so by striving to identify, prevent and remove barriers to accessibility wherever possible as well as by meeting the accessibility requirements under the ADA, AODA, and other applicable state, local or provincial regulations.

VF is committed to digital accessibility, and to conforming to the Web Content Accessibility Guidelines (WCAG) 2.1, Level AA and complying with the ADA and AODA Standards for Accessible Design, and other applicable regulations.

If you need an accommodation or have any questions regarding this statement, please send your request to PeopleServices@vfc.com.