Consumer Experience Representative (Onsite)

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 receives and responds to general and routine customer inquiries regarding business products and services under direct and indirect supervision. Responsible for delivering exceptional customer service in a respectful, courteous, and timely manner to ensure concerns are resolved within established guidelines. Acts as a “customer liaison” throughout the service process.

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.

SCOPE & IMPACT:

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.

MINIMUM REQUIREMENTS:

• 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

PREFERRED REQUIREMENTS:

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

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. Seldom walk.

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

Benefits for Employees in the US:

Benefit offerings to employees and their families include: Medical, Vision, Dental and Basic Life Insurance, available 401k retirement plan with company match of up to 6%. Paid time off includes: 9-11 paid holidays each year, two weeks’ prorated vacation as a new hire and either personal time (non-exempt only) or state mandated sick time.

More information can be found via:

If this role requires travel / driving in order to perform the key responsibilities outlined above, candidates must be able to meet the qualifications noted in the company’s Driver Management Program to be considered for the role.

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 utmost 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.