Customer Service Representative

VF Corporation is seeking a Customer Service Representative to support consumers across multiple brands and service channels. The role provides product knowledge, processes orders, resolves inquiries and warranty claims, maintains customer records, and contributes to customer satisfaction and continuous improvement in a fully remote environment.

Responsibilities:

• 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

Requirements:

• 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
• One year of experience preferred
• Proven experience in a customer service role, preferably in a contact center environment is preferred