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Representative, Contact Center, Warranty Approval

2 months ago

Bartlett, United States Brother Full time
JOB DESCRIPTION

Let's Grow Together

Our mission is to live our “at your side” promise and simplify and enrich the lives of our customers, employees, and communities. "At your side" is more than a slogan to us; it’s the purpose we do our best to fulfill every day. With a legacy spanning over a century, this is a great place to launch or expand any career and push the boundaries of what comes next. We're committed to achieving shared success, and we provide opportunities for you to develop through experience, exposure and education. Our people have always leveraged their unique perspectives to keep us on the right track for a lasting future. If you want to innovate, learn, and grow with a global leader that builds products, services, and a company people love, then we’ll be “at your side” every step of the way.

The Representative, Contact Center, Warranty Approval Escalation approves consumer warranty orders for replacement models and service repairs. This role supports calls and escalations to process warranty exchanges for BMG (Brother Machine Group) and BMS (Brother Mobile Solution) products using S4 and confirms and enters customer data into the Oracle customer service database. The Representative communicates with customers through phone and email to update warranty order status.

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WHAT YOU’LL DO
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Consumer Warranty Exchange Process and Support

Monitor Warranty exchange, BMS(Brother Mobile Solutions) ,AE(Advance Exchange), Back Order and CS (Customer Service) Customer Hold queues Follow established warranty procedures to approve requests for repair or swap Validate customer product information including, model, serial number, and purchase date for warranty status Validate customer’s name, address, phone number and email address to ensure proper delivery of warranty Validate troubleshooting instructions notes using SmartAssistant database, Knowledgebase, user manuals, CSIC customer service page and websites Respond to inbound customer emails and escalated calls to customers regarding warranty status using OsvC Resolve various warranty order errors Communicate warranty order processing issues directly with Tech Solutions or Brother Mobile Solution business team for resolution Collaborate across departments to resolve back order issues for warranty products Process tasks to customer service vendors for warranty issues requiring further assistnce. Assist with inbound consumer escalation calls using Five9 phone system when needed Participates in cross functional projects or initiatives to improve the warranty process and enhance the customer experience Perform analysis of warranty queues to provide feedback and suggestions for continuous improvements

Call Center Compliance Requirements

Maintain knowledge of customer service requirements, policies and procedures Maintain a customer service quality average call quality score of 90% Maintain average warranty processing time, talk time, release time, occupancy, and related KPI’s(Key Performance Indicators) within guidelines Complete required Brother University (BU) / LinkedIn courses and training for continuous improvement

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ABOUT OUR IDEAL CANDIDATE
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Education

High School Diploma (or G.E.D.) General Education Required

Experience

Minimum 3 years Required

Robust customer service skills, customer facing Experience in high volume data entry

Minimum 2 years Preferred

Call Center experience

Software/Technical Skills

MS Office Suite (Outlook, Word, Excel) Intermediate Required Ability to navigate websites, search engines etc Intermediate Preferred SAP or related order entry modules Intermediate Preferred Five9 or related Customer Service telephony software Intermediate Preferred

Other Skills/Knowledge/Abilities

Excellent customer service phone skills Required Strong communication skills, both verbal and written Required Proficient typing/data entry skills Required Strong attention to detail and follow-up Required Highly motivated self-starter with strong critical thinking skills Required

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ADDITIONAL DETAILS FOR THIS ROLE

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This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers. #LI-Hybrid

The salary (or hiring) range for this position is $18.00 - $20.00/hr. Starting salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, location, and alignment with market data Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401K, tuition reimbursement, and Paid Time Off. Details are available at

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WHAT WE OFFER OUR EMPLOYEES

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At Brother USA, we believe in investing in our employees and providing them with an environment that fosters growth, creativity, and a healthy work-life balance. Here are some of the benefits of working with us:

Competitive Compensation:  We offer a competitive salary and bonus program to reward your hard work and dedication Comprehensive Benefits:  Our benefits package includes health, dental, and vision insurance, as well as a 401(k) plan with company match Professional Development:  We're committed to helping you grow in your career with opportunities for training and development Work-Life Balance:  We support your well-being with flexible work arrangements and a focus on work-life balance Employee Engagement:  Join a team that values your contributions and celebrates success together

Learn more about our benefits:

Learn more about life at Brother: