Warranty and Customer Support Representative

Summary/Objective: 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.

Essential Functions:

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.

Characteristic Duties:

• 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.

Competencies:

• 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