Joybird is the leading maker of handcrafted, custom-built furniture for the modern home and office. Through an innovative online shopping model, Joybird is transforming the way people purchase furniture by putting the customer at the center of the design process. With hundreds of fabrics, finishes and custom dimensions to choose from, each piece of furniture is as unique as the customer creating it. Inspired by mid-century modern design, LA-based Joybird utilizes responsible sourcing and manufacturing practices and offers a 90-day home trial.
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):
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. Has access to confidential customer credit card information.
MINIMUM REQUIREMENTS:
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.
- 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.
- Solve delivery issues, transaction problems and customer experience complaints to exceed customer satisfaction. Defuses customer situations, works closely with co-workers and supervisors to resolve customer issues.
- Displays expert knowledge on the full Joybird catalog and provides style advice and product recommendations to suit a customer’s unique needs.
- Assist our leadership team to create programs and initiatives to make our customers’ experiences even better.
- Shares valuable insights with our product, marketing and technology teams regarding customer needs and feedback.
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. Has access to confidential customer credit card information.
MINIMUM REQUIREMENTS:
- You have 1-2 years of call center experience
- You don’t believe in following a specific path to solve every problem and are comfortable making judgment calls. You quickly understand the issue and create a personalized/tailored solution for each customer.
- You clearly walk the customer through the resolution and set expectations for delivery.
- An expert communicator – The Customer Experience Specialist must be able to successfully resolve issues via chat, email, or phone. Good typing skills are a must (40+ wpm).
- 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.
PAY RANGE: $20 to $22 per hour
CORE ATTRIBUTES:
Communicate Transparently
Lead the Team
Impact and Influence
Deliver Results
Coach and Develop
At La-Z-Boy, we are committed to fostering an environment in which all employees feel valued, included, and empowered to do their best work and bring great ideas to the table. We understand that our employees’ diverse backgrounds, experiences, perspectives, and viewpoints add value to our ability to create and deliver the best possible service, quality products, and is of upmost importance as we work together to Build Something Amazing.
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.
CORE ATTRIBUTES:
Communicate Transparently
Lead the Team
Impact and Influence
Deliver Results
Coach and Develop
At La-Z-Boy, we are committed to fostering an environment in which all employees feel valued, included, and empowered to do their best work and bring great ideas to the table. We understand that our employees’ diverse backgrounds, experiences, perspectives, and viewpoints add value to our ability to create and deliver the best possible service, quality products, and is of upmost importance as we work together to Build Something Amazing.
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
Work Shift:
First Shift (United States of America)
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