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 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:
40At 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.
