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:

This position requires assisting and resolving escalated customer issues involving customer service and shipping claims. Responsible for providing an elevated customer service experience to promptly resolve any customer issues, complaints and concerns. Partnering with different departments, when appropriate, to ensure customer satisfaction.

Job Description:

KEY RESPONSIBILITIES (other duties as assigned):

• Assigns and monitors escalation claims
• Provides specialized service to our customers and discusses post delivery compensation. Offers best possible solutions that drive customer satisfaction in addition to our main focus of customer retention
• Track escalated customer issues on a daily basis to ensure issues are addressed in a timely manner
• Document every interaction with customers and other departments and every planned action for the customer
• Sole point of contact with escalated customer’s so they feel confident knowing that their concerns are being addressed
• Collaborate with other departments such as shipping, customer service, warranty, and retail to be a spokesperson for the customer
• Assist customer service representatives on resolutions for customers that may become escalated
• Provide detailed resolutions to customers via phone and/or email
• Monitor escalated claims daily to ensure every necessary action has been taken

SCOPE & IMPACT: 

Responsible and accountable for each escalated customer by ensuring customer satisfaction and timely resolution for all escalated claims.

MINIMUM REQUIREMENTS: 

• 2-4 years of related experience
• 6+ months of experience as an Escalations Specialist
• Excellent verbal, written, and communication skills
• Ability to navigate through multiple web browsers, windows and systems
• Strong decision-making skills
• Excellent customer service skills - friendly, courteous, empathetic, and helpful
• Interpersonal skills and telephone etiquette
• Strong conflict resolution skills

PREFERRED REQUIREMENTS: 

• Previous experience working with escalated customers

SUPERVISORY RESPONSIBILITIES: None

PHYSICAL DEMANDS/WORK ENVIRONMENT:

Sitting/typing for up to 8 hours per day

OUR PURPOSE:

We are La-Z-Boy Incorporated. Get comfortable with taking your work personally. Get comfortable with uncompromising quality.  Get comfortable with caring about your colleagues and the consumers we serve. When people are comfortable, they are free to be themselves; to be fearless. When people are comfortable, they put others at ease and are more welcoming to different people and perspectives.  When people are comfortable, they collaborate in meaningful ways. Being comfortable brings out the best in us.

We believe in the transformational power of comfort

OUR VALUES:

Courage – We aren’t afraid to try something new

• We are results oriented and can-do hard things.
• We do what is right.
• We challenge the status quo.

Curiosity – We are relentless in our mission to understand our business and consumers

• We ask questions and explore every opportunity.
• We embrace change.
• We test and learn.

Compassion – We honor our almost 100-year legacy that was built on family

• We lead with empathy in support of each other, our consumers and our communities.
• We foster an inclusive environment.
• We believe in positive intent. 

OTHER DUTIES:  Please note t