Warranty Assistant
This position is currently CLOSED.

Job Description:

LaPorte Products is searching for highly motivated responsible team players for full-time employment of Entry-Level, Skilled or Highly Skilled personnel as a Warranty Assistant.

Summary:

Tasks, Essential Duties, Responsibilities and Qualifications include the following but not limited to:

• Support customers by answering product and support questions
• Suggesting information about products and services in regards to install, warranty and/or repair
• Process Return Merchandise Authorization forms
• Prepare correspondences and fulfill customer needs to ensure customer satisfaction.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maintain cost information in Quickbooks / Shared Log entry for needed warranty/repair(s)
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Contribute to team effort by accomplishing related results as needed
• Manage incoming calls

• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools/SOPs
• Meet personal/team targets and call handling 
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer RMAs in Quickbooks and file documents
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers
• Use telephones to reach out to customers and verify needed information
• Greet customers warmly and ascertain problem or reason for calling
• Take information and other pertinent specifics such as addresses and phone numbers for processing claims
• Place or cancel work orders for RMAs
• Answer questions about warranties 
• Act as the company gatekeeper
• Suggest solutions when a product malfunctions
• Utilize tracking method provided to handle high call volumes
• Work with warranty manager to ensure proper customer service is being delivered
• Close out or open RMA/Shared Drive records
• Resolve customer complaints via phone and email

Cultural Environment:

Requirements:

• Proven customer support experience

• Track record of over-achieving 
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multitask, prioritize and manage time effectively
• High school diploma or equivalent; college degree preferred
• 0-3 years of experience in the field or in a related area
• Has knowledge of commonly-used concepts, practices and procedures within a particular field.
• Rely on instructions and pre-established guidelines to perform the functions of the job. 
• Works under immediate supervision and in a team environment
•  Willing to be trainable and receive instructions
• Dependable for being on time and ready to work with excellent record of attendance
• Applicant must be highly motivated
• Accountable to their own actions
• Non-judgmental
• Pass a background check
• Working knowledge of Microsoft Office based systems, PC/Mac operating systems

Benefits and Compensation:

• We offer competitive pay starting at $14.00/hr (depending on experience).
• Family friendly work schedule. Monday - Thursday 7 am to 4 pm and Friday 7 am to 1 pm.
• We offer two weeks of paid vacation (July 4th and Christmas).
• Eligible for bonuses after a 90-day probationary period.
• Paid Holidays (Good Friday, Memorial Day, Labor Day, Thanksgiving, Etc.)
• Health Savings Account Packages Available