Virtual Warranty Coordinator
The Warranty Coordinator is a key member of the technical support team, responsible for providing support to the global dealer network. This customer-facing role involves managing warranty-related tasks such as answering warranty questions, coordinating with dealer service representatives, and documenting spa-related issues.
Key Responsibilities
- Manage the international warranty program under the direction of the Technical Support and Warranty Manager.
- Oversee the Return to Vendor (RTV) process, including follow-ups to ensure timely supplier payments.
- Support the Return Merchandise Authorization (RMA) process by liaising with dealers to ensure timely and professional handling.
- Collaborate with other departments to oversee RTV testing and document issues that require supplier or manufacturing attention.
- Participate in the development of warranty manuals, customer support materials, and related documentation.
- Enter spa warranty registrations (PDIs).
- Submit spa safety cover warranty claims and provide updates to dealers.
Internal & External Interactions
- Serve as the primary point of contact for dealers in processing warranty claims.
- Collaborate internally with manufacturing, quality assurance, shipping, parts, and purchasing teams to address issues and provide accurate, timely information.
Impact on Business
- Enhance customer satisfaction and support through timely resolution of warranty issues.
- Facilitate continuous improvement by sharing warranty and service insights across customer service, technical, and manufacturing teams.
Salary: $5-$6/hr
Requirements
Education & Experience Requirements
- High school diploma required.
- Call center or remote customer service experience is an asset.
- Proficiency in Microsoft Word and Excel required.
Required Knowledge, Skills, and Abilities
- Strong attention to detail and organizational skills.
- Effective influencing, negotiation, and conflict resolution abilities.
- Ability to prioritize and manage urgent matters efficiently.
- Results-driven with the capacity to work independently.
- Excellent interpersonal and teamwork capabilities.
- Strong computer skills with experience maintaining computerized records.
Behavioral Competencies
- Autonomy – Works independently with minimal supervision.
- Adaptability – Responds effectively to change and new information.
- Collaboration – Builds strong, productive relationships.
- Active Listening – Understands and empathizes with others.
- Client Focus – Anticipates and meets client needs collaboratively.
- Accountability – Delivers on commitments and accepts responsibility for outcomes.
Benefits
What we offer:
- Opportunities for growth and advancement
- Competitive compensation package
Work Hours:
- Full-time, PST business hours, Remote