Customer Happiness Specialist

Comfort starts with our 10,000+ team members across the globe, who are transforming the power of comfort every day. Our employees have the power to change lives, in our homes, work and communities. We foster an inclusive environment while honoring a legacy built on family, where everyone can be themselves.
 
If you are ready to join an industry leading organization where our people are the most important asset, and innovation propels us into the future, you’re ready to take your seat at La-Z-Boy Incorporated. 
 
WE BELIEVE IN THE TRANSFORMATIONAL POWER OF COMFORT!

Job Summary:

Our Customer Happiness Specialists are vital to Joybird’s success as they are both brand ambassadors and customer advocates. The Customer Happiness Specialist utilizes internal tools to resolve customer inquiries and complaints via chat, email and phone conversations.

Job Description:

KEY RESPONSIBILITIES (other duties as assigned):

• Communicate directly with customers via phone, email and live chat meeting established targets for number of customer issues and several other metrics determined by the Customer Experience Leadership team.
• Possess expert knowledge on the full Joybird catalog and provides style advice and product recommendations to suit a customer’s unique needs.
• Address customer/designer inquiries and concerns related to cancellations, scheduling, rescheduling deliveries, returns, order statuses and any other questions customers may have.
• Manage and maintain all trade applications, ensure applications are responded to within 1-2 business days.
• Assist trade members in creating quotes to present to prospective clients
• Input and complete purchase orders by placing orders on the customer's behalf, sending invoices, and processing payment.
• Solve delivery issues, transaction problems and customer experience complaints to exceed customer satisfaction, as well as work closely with co-workers and supervisors to resolve customer issues.
• Shares valuable insights with our product, marketing and technology teams regarding customer needs and feedback.

SCOPE & IMPACT: 

Meets or exceeds performance expectations including chat responses, call handling, email responses, quality, dependability, and schedule adherence. Ability to impact department financial performance based on offering discounts, waving service fees and recommendations on return good authorizations. Maintain the management of trade accounts and orders ranging from lower hundreds to tens of thousands of dollars. The Customer Service team works to sustain the current annual revenue of $4.5 million acquired by the trade department while aiming to also increase annual revenue.

MINIMUM REQUIREMENTS:  

·Highschool diploma or GED with 1-2 years of call center and/or retail experience

·Comfortable making judgment calls and partnering with leadership to do what is best for the customer & tailor a solution for each customer

·An expert communicator –must be able to successfully resolve issues via chat, email, or phone and clearly walk customers through the resolution and set clear expectations for deliver

·Good typing skills (40+ wpm).

PREFERRED REQUIREMENTS: 

·Resilient – The ability to quickly move past challenging interactions with customers.

·Empathetic to your colleagues and our customers.

SUPERVISORY RESPONSIBILITIES: None

PHYSICAL DEMANDS/WORK ENVIRONMENT:

Office environment / no specific or unusual physical or environmental demands. Nearly continuously sit, use repetitive hand motion, hear and listen.

OTHER DUTIES:  Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the incumbent for this job.  Duties, responsibilities and activities may change at any time with or without notice.

Weekly Hours:

40

Base Compensation Range: $15.68 - $23.71 per hour

Benefits for Employees in the US:

Benefit offerings to employees and their families include: Medical, Vision, Dental and Basic Life Insurance, available 401k retirement plan with company match of up to 6%. Paid time off includes: 9-11 paid holidays each year, two weeks’ prorated vacation as a new hire and either personal time (non-exempt only) or state mandated sick time.

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