Customer Experience Resolution Specialist

3 days ago


Los Angeles, California, United States La-Z-Boy Inc. Full time

We are La-Z-Boy Incorporated, a leading provider of comfort and relaxation solutions. We're seeking an exceptional Customer Experience Resolution Specialist to join our team.

This role is responsible for assisting and resolving escalated customer warranty claims in a timely and efficient manner. As a key member of our customer experience team, you will provide an elevated customer experience by promptly resolving customer concerns and partnering with different departments to resolve warranty claims.

Key Responsibilities:

  • Assigns and monitors all escalations, ensuring timely follow-up and resolution.
  • Masters Escalation Specialist job functions and demonstrates knowledge of Joybird products, services, policies, and organization.
  • Mentors and trains employees as the Escalation expert, sharing expertise and best practices.
  • Tracks escalated customer issues daily, ensuring every necessary action has been taken.
  • Documents every interaction with customers and other departments, providing transparency and accountability.
  • Utilizes multiple computer systems to schedule in-home service visits, place part orders, and update service records for warranty concerns.
  • Partners with shipping, customer service, retail, and factory departments to ensure seamless communication and resolution.
  • Monitors escalated claims daily, verifying that every necessary action has been taken.
  • Serves as the primary point of contact for escalated customers, providing confidence in their concerns being handled efficiently.
  • Assists warranty specialists in resolving escalated customer claims, offering support and guidance.
  • Provides detailed resolutions via email or phone, keeping customers informed and satisfied.

Scope and Impact:

Responsibility and accountability for each escalation, ensuring customer satisfaction and timely resolution of all warranty issues.

Requirements:

  • 2-4 years of related experience
  • 6+ months of experience as a warranty specialist
  • Excellent verbal and communication skills
  • Exceptional customer service skills, including friendliness, courtesy, empathy, and helpfulness
  • Strong attention to detail
  • Ability to read and interpret emails thoroughly to respond appropriately
  • Strong decision-making skills
  • Strong conflict resolution skills

Salary: $23.00 to $29.00 hourly

Work Environment:

Sitting/typing up to 8 hours a day, in a comfortable and supportive work environment.

About Us:

We value comfort, quality, and compassion. Our mission is to create a world where people can relax, recharge, and connect with others. Join us in shaping the future of comfort and relaxation.



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