Consumer Experience Representative I

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 Description:

KEY RESPONSIBILITIES:

• Provide professional and courteous support to customers through phone calls and email with ability to provide information confidently and accurately (including but not limited to):
• Requests for product information and part/fabric availability
• Requests for service with ability to determine appropriateness for virtual visit verses in-home service.
• Track and provide status of past due and/or shipped part orders.
• Possess a deep understanding and ability to discuss various warranties for the full La-Z-Boy product line.
• Review and process resolve tech reports with the ability to recognize if additional attention or follow up is required, escalating as necessary.
• Defuse customer situations, works closely with co-workers and supervisors to resolve customer issues.
• Make decisions on appropriateness of discounting or waiving service fees.
• Maintain accurate and detailed records of customer interactions, transactions, and case resolutions using designated systems or software.
• Process payment or refund transactions utilizing credit card point of sale system.
• Escalates problems or decisions to appropriate individual based on established guidelines and procedures when necessary. Defuses difficult customers and develops a solution.
• Initiates outbound communication via various means to keep customer informed of issue status and expectations.

Meets or exceeds performance expectations including call handling (CPH), email responses (EPH), 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.

• High school diploma or GED with 0-2 years of relevant experience or equivalent.
• Excellent verbal and written communication skills.
• Customer-centric approach with a strong focus on problem-solving and conflict resolution.
• Patience, empathy, and a positive attitude when dealing with customers.
• Strong attention to detail and organizational skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Ability to navigate through multiple web browsers, windows, and systems

• Proficiency in Microsoft Office products including Outlook, Excel and Word

SUPERVISORY RESPONSIBILITIES: None

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