Consumer Experience Representative l

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

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:

Starting Pay: $18 per hour

Location: 4135 E Cotton Center Blvd. Phoenix, AZ 85040

Do you dream of a place where your hard work is appreciated and recognized?

La-Z-Boy Arizona is hiring for a full-time Consumer Experience Representative for our busy Service Center in Phoenix, AZ. You will be working in office as part of a high-performing team supporting La-Z-Boy's internal and external customers through an exceptional Consumer Experience. We are a company that encourages sharing your great ideas about how to grow our business and your career!

As a full-time La -Z-Boy Consumer Experience Representative you will receive excellent benefits including:

• Health Insurance through Blue Cross/Blue Shield
• Dental and Vision Insurance
• Paid Vacation
• 401k with match
• Health savings account
• Paid time off
• MAJOR FURNITURE DISCOUNTS

A successful candidate will demonstrate the following responsibilities:

• Excellent phone etiquette - handle inbound/outbound calls from customers
• Take ownership of each consumer interaction while treating customers with respect
• Strong verbal and written communication skills
• Able to navigate multiple technologies while staying engaged with our customers
• Identify customer needs and resolve furniture service inquiries to achieve a high level of customer satisfaction
• Effectively communicate company policies and procedures while providing additional information as needed
• Ability to provide the majority of clients with a first call resolution
• Maintain and document customer account activities thoroughly and concisely in the company CRM system
• Ability to learn new computer programs
• Attention to detail and maintaining client account follow-up
• Self-starter - You will have the training and mentoring you need. We then trust you to take initiative to show up on time, be ready to work, and get the job done right!

Qualifications:

• High School Diploma or GED
• 18 years or older
• Professional dress and appearance

If this sounds like the career you've been seeking, we want to meet you! Interviews are happening now!

Employee Assistance program (EAP):

• At La Z Boy our employee’s wellbeing is a top priority!
• You will have access to talk confidentially with a licensed therapist (with topics such as: anxiety, depression, stress, grief, and relationships)
• Access FREE and DISCOUNTED resources for mental health, financial planning, legal advice, and caregiving referrals
• Access to FREE online education resources
• FREE online will preparation
• Help with better health care choices, like claims, billing, fee negotiation, and RNs who can explain diagnoses and treatments

Employee Rewards:

• BRAVO POINTS – save up points rewarded by managers to spend on almost anything! From merchandise such as home supplies, electronics, apparel, event tickets, travel, mastery classes and more NAME BRAND ITEMS!
• YEARLY REWARD TRIPS to top sellers and random drawings! Trips have included Costa Rica! Cruises! Mountains of Banff!
• Employee Referral! Get rewarded for staffing at La-Z-Boy!

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.

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.