What are the responsibilities and job description for the Warranty and Customer Support Representative position at ADP Workforce Now?
Summary/Objective: The Warranty Customer Service Specialist is the focal point for all internal and external communication regarding services to our Dicor and InVision OEM customers, dealers, and retail customers. Hands-on professional who will be tasked with a variety of needs and responsibilities in supporting InVision and Dicor customers. This role is the first line of customer contact and is accountable for ensuring customer technical and warranty issues or questions are resolved quickly and accurately. The ideal candidate will possess strong communication skills, a problem-solving mindset, and a passion for delivering outstanding customer experiences.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- Provides warranty and technical support to Dicor and InVision customers
- Provides exceptional customer service.
- Ensure positive KPI trends for both Dicor and InVision brands.
- Respond promptly and professionally to customers via phone, email, or chat.
- Providing customers with ETA’s and tracking numbers.
- Follows all safety rules.
- Troubleshoot and diagnose technical issues regarding InVision and Dicor products. Receive inbound customer email and phone inquiries related to technical issues and questions.
- Enter product orders for replacements parts and new products, supply technical documentation to retail customers and dealers as needed.
- Responsible for providing customer feedback to management in a timely manner, documenting trending issues and reporting to management.
- Performs other duties assigned to full accountability as needed.
Characteristic Duties:
- Ability to build rapport with all InVision and Dicor customers.
- Ability to build a working relationship with cross-functional teams and departments.
- Excellent organizational and time management skills and detail oriented.
- Demonstrates a positive and professional work ethic.
- Ability to work in a fast-paced environment, work on multiple projects simultaneously.
- Initiative
- Decision Making
- Problem Solving / Analysis
- Technical Capacity
- Organizational Skills
- Understanding the importance of SOX compliance.
Competencies:
- Demonstrate patience, professionalism, and a genuine commitment to helping customers reach resolution
- Provide clear, accurate, and timely information and adjusts communication appropriately based on the customer’s needs and circumstances
- Maintains ownership of open issues and ensures customers receive updates without having to continually request information
- Maintain complete and accurate documentation of warranty claims, customer conversations, commitments, and resolution activities.
Supervisory Responsibility:
None
Work Environment:
This job operates in a professional office setting within a manufacturing environment. This role routinely uses standard office equipment such as telephones, computers, printers, filing cabinets and fax machines. Moderate noise (i.e. business office with computers, phones, printers and noise from manufacturing equipment). This list is not all inclusive. May operate on occasion within the manufacturing environment at customer locations.
Physical Demands:
While performing the duties of this job, the employee is frequently required to sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard. The employee may frequently be required to stand, walk, use hand power tools, handle or feel, and reach with hands and arms. The employee may be required to lift/move up to 50 pounds.
Position Type and Expected Hours of Work:
This is a full-time position, and the hours of work and days are Monday through Friday, 8:00 a.m. to 5:00 p.m.
Travel:
Less than 10%
Required Qualifications:
- High school diploma or equivalent required; additional education or relevant technical training preferred
- Previous experience in customer service, warranty administration, call center support, appliance service, RV service, manufacturing, or a related environment preferred
- Comfortable working with computer systems used to document customer interactions, warranty claims, and service activity
- High level of Microsoft office, word and excel.
- Ability to read tape measure and understand dimensions
Preferred Qualifications:
- Experience working with appliances, disassembly and repair
EEO Statement:
All divisions of Airxcel provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color,
religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Other Duties:
Please be advised this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Salary : $24 - $26