Consumer Services Advocate

Consumer Services Advocate

The Consumer Services Advocate provides excellent customer support by phone, email, and chat to Vornado Consumers. You will assist consumers with new orders, advises of orders in process, provides information on new products, sends product literature upon request, takes consumers through our warranty process, and processes returns of products. The Consumer Service Advocate will promptly and resolve any consumer issues, respond to any questions, or refer them to the team members. It is also expected that you will complete related records, reports, documentation, and miscellaneous clerical tasks.

You Will:

• 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.

You Have:

• 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.

Our Benefits:

• 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 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.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.