Customer Support

• Act as the first level of support for consumer inquiries and target one-contact resolution
• Evaluate warranty claims to determine eligibility for replacement, repair, or credit
• Track customer and product information and communicate with customers through resolution
• Support consumers through inbound phone calls, 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 consumers’ behalf and offer additional products
• Offer solutions and alternatives for returns or cancellations
• Maintain detailed and accurate records of customer interactions and resolutions
• Assist with new-hire training or cross-training
• Participate in training sessions and team meetings
• Meet or exceed call handling time, customer satisfaction, and resolution-rate metrics
• Recognize consumer behavior trends and collaborate with team leaders on feedback and continuous improvement
• Support VF’s growth mindset, vision, values, inclusive culture, and peers
• Remain agile to support consumers and the organization as needed

Bilingual Warranty Customer Care Representative – English/Spanish

• Deliver exceptional and consistent customer experiences
• Handle customer inquiries through inbound and outbound calls and written communication
• Resolve complex billing and insurance issues for patients, law offices, insurance companies, and outside facilities
• Resolve patient account balances that are aging but have not been sent for collections
• Answer questions about deductibles, co-insurance, co-pays, denials, charge disputes, claim resubmissions, eligibility, and coding disputes
• Review financial information and recommend payment options or assistance programs
• Manage consumer objections and concerns and negotiate payment resolutions
• Discuss payment resources and make referrals to clients when necessary
• Use required scripts and guidelines to maximize recovery on each call
• Maintain understanding of account requirements and related documentation
• Document accounts with accurate notes and codes
• Work within internal and client systems
• Meet or exceed KPIs, including calls handled per hour, successful payment resolution, and call quality
• Follow company and client policies, procedures, applicable laws, Core Values, and Strategic Anchors
• Perform other duties as assigned based on business needs

Bilingual Healthcare Customer Service Representative, English/Spanish

• Answer incoming phone calls and schedule service or sales opportunities
• Greet customers entering the showroom
• Assist with inventory
• Make follow-up calls to customers
• Receive and handle customer requests and complaints
• Process sales orders for mail delivery or showroom pickup
• Make outbound calls to existing customers for service and delivery reminders
• Respond to prospective customer inquiries and schedule free consultations
• Assist showroom customers with products and questions
• Test water samples and forward results to the appropriate department
• Attend department meetings
• Prepare and coordinate deposits and payments
• Send weekly and monthly statements/invoices
• Process bank deposits
• Assist with month-end procedures
• Make collection calls
• Assist with shows and events, email invoices, and maintain a clean and inviting showroom
• Perform other duties as assigned by the supervisor

Customer Service Representative

• Assist customers with troubleshooting, warranty questions, installation guidance, and product concerns through inbound phone, chat, or email interactions
• Gather information, identify root causes, and evaluate potential solutions to product issues
• Walk customers through step-by-step troubleshooting solutions
• Determine warranty outcomes, replacement options, or next steps based on Moen guidelines
• Use multiple systems, tools, and knowledge bases simultaneously to research and resolve issues
• Accurately record interactions, troubleshooting steps, and resolutions
• Meet expectations for quality, productivity, and customer satisfaction
• Maintain composure while managing high interaction volumes and complex situations
• Expand product knowledge and strengthen troubleshooting skills
• Evaluate information and identify solutions in real time
• Build customer trust through clear, empathetic communication
• Use sound judgment to determine warranty eligibility, escalation needs, and appropriate customer resolutions

Customer Service Representative – Troubleshooting and Support

• Assist customers with troubleshooting, warranty questions, installation guidance, and product concerns through inbound phone, chat, or email interactions
• Gather information, identify root causes, and evaluate potential solutions to product issues
• Guide customers through step-by-step troubleshooting solutions
• Determine warranty outcomes, replacement options, or next steps according to Moen guidelines
• Navigate multiple systems, tools, and knowledge bases to research and resolve issues
• Accurately document interactions, troubleshooting steps, and resolutions
• Meet quality, productivity, and customer satisfaction expectations
• Maintain composure while managing high interaction volumes and complex situations
• Expand product knowledge and strengthen troubleshooting skills
• Evaluate information and identify solutions in real time
• Build customer trust through clear, empathetic communication
• Use judgment to determine warranty eligibility, escalation needs, and appropriate resolutions

• Assist customers with troubleshooting, warranty questions, installation guidance, and product concerns through inbound phone, chat, or email interactions
• Gather information, identify root causes, and evaluate potential solutions to product issues
• Walk customers through step-by-step troubleshooting solutions
• Determine warranty outcomes, replacement options, or next steps according to Moen guidelines
• Navigate multiple systems, tools, and knowledge bases simultaneously
• Accurately document interactions, troubleshooting steps, and resolutions
• Meet quality, productivity, and customer satisfaction expectations
• Maintain composure while managing high interaction volumes and complex situations
• Expand product knowledge and strengthen troubleshooting skills
• Build customer trust through clear, empathetic communication and sound judgment

• Assist customers with troubleshooting, warranty questions, installation guidance, and product concerns through inbound phone, chat, or email interactions
• Gather information, identify root causes, and evaluate potential solutions to product issues
• Walk customers through step-by-step troubleshooting solutions
• Determine warranty outcomes, replacement options, or next steps based on Moen guidelines
• Navigate multiple systems, tools, and knowledge bases simultaneously
• Accurately document interactions, troubleshooting steps, and resolutions
• Meet quality, productivity, and customer satisfaction expectations
• Maintain composure during high interaction volumes and complex situations
• Expand product knowledge and strengthen troubleshooting skills
• Complete classroom and on-the-job training with trainer, product coach, or peer mentor support

• Assist customers with troubleshooting, warranty questions, installation guidance, and product concerns through inbound phone, chat, or email interactions
• Gather information, identify root causes, and evaluate potential solutions to product issues
• Walk customers through step-by-step troubleshooting solutions
• Determine warranty outcomes, replacement options, or next steps according to Moen guidelines
• Navigate multiple systems, tools, and knowledge bases simultaneously
• Accurately document interactions, troubleshooting steps, and resolutions
• Meet quality, productivity, and customer satisfaction expectations
• Maintain composure while managing high interaction volumes and complex situations
• Expand product knowledge and strengthen troubleshooting skills
• Build trust through clear, empathetic communication and use sound judgment for escalations and customer resolutions

• Assist customers with troubleshooting, warranty questions, installation guidance, and product concerns through inbound phone, chat, or email interactions
• Gather information, identify root causes, and evaluate potential solutions to product issues
• Walk customers through step-by-step troubleshooting solutions
• Determine warranty outcomes, replacement options, or next steps based on Moen guidelines
• Use multiple systems, tools, and knowledge bases simultaneously to research and resolve issues
• Accurately document interactions, troubleshooting steps, and resolutions
• Meet expectations for quality, productivity, and customer satisfaction
• Maintain composure while managing high interaction volumes and complex situations
• Expand product knowledge and strengthen troubleshooting skills
• Complete a structured four-week training program, including assessments and on-the-job training

• Provide guidance to customers about their financial needs
• Complete teller transactions, including cashing checks and processing deposits and withdrawals
• Offer appropriate bank products and services
• Balance and maintain a cash drawer accurately
• Serve customers and coworkers in a friendly manner