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:
Schedule: Thursday through Monday, off on Tuesday and Wednesdays
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.
COMPENSATION: $19.00 to $21.00 per hour
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:
Joybird Privacy Policy
At La-Z-Boy Incorporated, we're an equal opportunity employer. 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 comfort. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.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. If you are a qualified individual that may need a change or adjustment to the application/interviewing/hiring process as a result of your disability, you may request a reasonable accommodations by emailing our recruiting team at [email protected] or by calling 734-242-1444.
What We Do
La-Z-Boy Incorporated brings the transformational power of comfort to people, homes, and communities around the world—a mission that began when our founders invented the iconic recliner in 1927. Today, we operate as a vertically integrated furniture manufacturer and retailer, committed to uncompromising quality and compassion for our consumers.
Our Retail segment consists of 184 company-owned La-Z-Boy Furniture Galleries® stores and is part of a broader network of over 350 La-Z-Boy Furniture Galleries®, serving customers nationwide when coupled with La-Z-Boy.com. Joybird®, an ecommerce retailer and manufacturer of modern upholstered furniture, has 12 stores in the U.S. In our Wholesale segment, we manufacture comfortable, custom furniture for our Furniture Galleries® and a variety of retail channels: England Furniture Co., which offers custom upholstered furniture, and casegoods brands Kincaid®, American Drew®, and Hammary®, which provide pieces that make every room feel like home.
The La-Z-Boy Incorporated state-of-the-art, LEED-certified world headquarters is located in Monroe, Michigan. This location along with our Innovation Center in Dayton, Tennessee, and all our North American manufacturing locations all represent our commitment to the environment—we integrate sustainable business practices to reduce the impact of our operations.
Being a great employer isn’t limited to our sustainability or record-breaking safety performance; it also means being a good corporate citizen. In FY 2023, La-Z-Boy Incorporated and the La-Z-Boy Foundation granted more than $3 million to non-profit organizations through monetary and in-kind donations. Our signature partnership with Ronald McDonald House Charities® (RMHC®) helps give families a comfortable home away from home while their children receive much-needed medical care, as we’ve donated more than 15,000 pieces of furniture to RMHC® homes.
Join our team to impact the world through comfort.
