Warranty and Customer Support Representative

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INV Office Full Time Clerical Elkhart, IN, US

Salary Range: $24.00 To $26.00 Hourly

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.

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.

• 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.
• 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.

None

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.

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.

Less than 10%

• 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…