Warranty Escalation Coordinator

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:

Job Description:

KEY RESPONSIBILITIES (other duties as assigned):
* Assigns and monitors all escalations.
* Successfully masters Escalation Specialist job functions. Demonstrates knowledge of Joybird products, services, policies and organization.
* Mentors and/or trains employees as the Escalation expert
* Track escalated customer issues daily to ensure follow-up is done on time.
* Document every interaction with customers and other departments and every planned action for the customer.
* Use multiple computer systems to schedule in-home service visits, place part orders, and update service records for warranty concerns.
* Partner with other departments such as shipping, customer service, retail and, factory, be the spokesperson for the customer.
* Monitor escalated claims daily to ensure every necessary action has been taken.
* Be the primary point of contact for the escalated customer so they are confident their concerns are being handled efficiently.
* Assist warranty specialists on resolutions for customers that may become escalated.
* Provide detailed resolutions via email or phone.

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

MINIMUM REQUIREMENTS:
* 2-4 years of related experience
* 6+ months of experience as a warranty specialist
* Excellent verbal and communication skills
* Excellent customer service - friendly, courteous, empathetic, and helpful; interpersonal skills and telephone etiquette
* Strong attention to detail
* Ability to read and interpret emails thoroughly to respond appropriately
* Strong decision-making skills
* Strong Conflict resolution Skills

PREFERRED REQUIREMENTS:
* Previous experience working with escalated customers

SUPERVISORY RESPONSIBILITIES:
* None

PHYSICAL DEMANDS/WORK ENVIRONMENT:
Sitting/Typing up to 8 hours a day

COMPENSATION:

$23.00 to $29.00 hourly ra

OUR PURPOSE:
We are La-Z-Boy Incorporated. Get comfortable with taking your work personally. Get comfortable with uncompromising quality. Get comfortable with caring about your colleagues and the consumers we serve. When people are comfortable, they are free to be themselves; to be fearless. When people are comfortable, they put others at ease and are more welcoming to different people and perspectives. When people are comfortable, they collaborate in meaningful ways. Being comfortable brings out the best in us.
We believe in the transformational power of comfort

OUR VALUES:
Courage - We aren't afraid to try something new
* We are results oriented and can-do hard things.
* We do what is right.
* We challenge the status quo.

Curiosity - We are relentless in our mission to understand our business and consumers
* We ask questions and explore every opportunity.
* We embrace change.
* We test and learn.

Compassion - We honor our almost 100-year legacy that was built on family
* We lead with empathy in support of each other, our consumers and our communities.
* We foster an inclusive environment.
* We believe in positive intent.

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:

Work Shift:

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