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At this time, please expect a lead time of 8 weeks for T-Top Boat Covers and Center Console Boat Covers.

This position is currently CLOSED.

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:

Performing tasks shall be accomplished in adherence to the policies as set forth by the company. Accountability and Responsibility are required to successfully accomplish the vision, goals and assigned task. Candidates should demonstrate the ability to provide superior customer service.

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:

Faith based company. Family orientated. Team Goals. Individual development.

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


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