Virtual Warranty Coordinator

Posted 2 weeks ago

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