Consumer Services Advocate

Vornado

Andover

• Receive warranty claims for existing consumers by phone, chat, mail, and email.
• Process the warranty claims through claim and order entry systems.
• Receive orders for all consumers by phone, chat, mail, and email. Process orders through order entry systems.
• Verify pricing, discounts, billing/shipping addresses, and credit status and inform consumers of any issues or back orders and anticipated availability of items on backorder.
• Maintain files and updates addresses observing procedures within the determined systems.
• Resolve issues with orders, including contacting parcel carriers (Fed Ex, UPS, USPS) to resolve shipping issues on the consumer’s behalf.
• Process returns for consumers. Determine the nature of return and assess whether the product is returnable.
• Corrects and re-ships any incorrect orders
• Process related to consumer paperwork and credits
• Send returned product to the Rework department for the appropriate check.
• Inform consumers of any credit holds
• Conduct consumer surveys
• Resolve requests, and issues promptly.
• Keep consumers informed of Company policies, procedures, and the status of orders and accounts.
• Work well with other departments such as finance, shipping, pick and pack, and quality assurance to accomplish our goals.
• Politely convey information while maintaining our professional reputation and providing consumer service.

• High School Diploma or equivalent.
• Consumer Service/Data Entry experience preferred.
• Ability to multi-task, solve problems and work within deadlines while communicating verbally with consumers and team members and in written applications.
• Excellent phone and email etiquette
• Team player with a willingness to assist others.
• Maintain an organized station and be attentive to detail on multiple fronts.
• Proficiency in ERP systems and Microsoft Office Suite.
• Bi-lingual Spanish is preferred but not required.
• Authorization to work in the United States on a full-time basis is required; employer sponsorship for employment-based visa status is not available for this position.
• This is not a remote position.

• Medical and Dental insurance offered with a generous company premium split.
• Employee-paid vision insurance.
• Employee paid Flexible Spending and Dependent Care
• 401K and Roth options with 4% dollar for dollar match and short vesting schedule.
• Company paid Costco or Sam's Club membership
• Cost-share for individual or family memberships to any area YMCA.
• Company paid life insurance, AD&D, short- and long-term disability.
• 11 paid holidays.
• PTO and Vacation accrual with short years of service increase schedule.
• Employee Assistance Program offering mental health, wellness, and other services.