Customer Experience Representative - After Sales, Warranty

 Salary Range: $ 15.40 - $27.85 

 

 

Position Summary:

At Exemplis, our heart, soul and mission is to provide our customers what they want, how they want it, when they want it.  The only way we’re able to deliver on this mission every day is through our exceptional team of bright, engaged, and dynamic talent. When you join our Customer Experience team, you’ll help deliver some of the best service within our industry by bringing your passion for people and drive to deliver excellence with each customer interaction. This opportunity is for someone passionate about cultivating relationships, providing a world-class experience and who is energized by a fast-paced environment.  

 

This isn’t your average call center. As a Customer Experience Representative for our After Sales Warranty team, your primary mission will be to support our lifetime warranty. And to be an advocate and solution seeker for our customers and internal partners. With our make to order product portfolio, delivering the best quality of service for the lifetime of the product is vital to our success. Through effective communication and pro-active decision-making, you will own the solution oriented process of supporting warranty claims to a variety of the thousands of custom products we ship daily. To be successful in this role you will need strong critical thinking, a detail oriented skill set, and an unparalleled desire to exceed our customers’ expectations. Are you ready to join our obsession?! 

Responsibilities and Essential Functions:

• Provide exceptional phone, email, and chat support to our customers: going beyond just answering questions such as warranty coverage, replacement part options, troubleshooting, order status, tracking info.  
• Review customer’s warranty requests to determine if covered by warranty and then determine the required part(s) to resolve the issue. 
• Process warranty case claims into replacement parts orders in a timely manner. (Minimum daily order requirement must be met.) 
• Document case notes properly & according to policy  
• Review and negotiate labor requests within policy guidelines 
• When appropriate, escalates more complex issues after independently trying to resolve concerns.  
• Assist with converting submitted online warranty claims into replacement parts orders. 
• Serves as a liaison between our customers and internal departments to advocate and solve for various product complexities. 
• Advises customers on Exemplis systems & processes to enhance their experience with the brand. 
• Adheres to service, performance and operational standards established for Customer Service (KPIs). Engage in continuous learning/training sessions. 

 

Qualifications, Skills and Education

Required Qualifications: 

• High school diploma or equivalent required.  
• 1+ years’ experience in customer service. 

Preferred Qualifications: 

• Proficiency in SalesForce CRM, Microsoft Dynamics AX, Outlook & Microsoft Suite 
• Working knowledge of the furniture industry. 
• Positive and welcoming attitude with a collaborative spirit. 
• Strong communication skills. 
• Excellent follow up and follow through. 
• Detailed orientated and highly organized. 
• High degree of self-initiative and adaptability. 
• Embraces and thrives in a dynamic and fast paced environment. 

Perks and Benefits

We hope that you’re excited by the possibilities that come along with working at Exemplis! With us, TEAM comes first.  We bring integrity, passion, and excellence to work each day.  Being part of our team means living our core values and thriving in an environment of constant innovation and positive change. 
In addition to our unique culture, we also offer these fun perks and benefits.

�� Competitive Salary: “It’s cash money, Homey!” Our salary formula adjusts to your cost of living, job duties, years of experience, skill set, and education.
�� Work Remotely: Live and work wherever you like! We support employee needs and offer flexibility to work remotely to be able to attract talent from almost anywhere!
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�� Hybrid Work Schedule: We support employee needs and their work/life balance so we offer the flexibility to work remotely while being onsite as needed for “collaboration days.” 
�� Health Insurance: We offer a variety of health insurance options (medical, dental, vision, etc.) for all of our team members. Eligible the first month following your start date. 
�� 401(k): We match 100% up to 3% and then 50% of the next 2% deferred. 
�� Time Off: Taking time off to recharge is a must whether it is for your personal health or vacation; paid time off starts accruing day 1!
�� Observed Holidays: 10 company observed ho