Customer Happiness Specialist Jobs

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

Our Customer Happiness Specialists are vital to Joybird’s success as they are both brand ambassadors and customer advocates. The Customer Happiness Specialist utilizes internal tools to resolve customer inquiries and complaints via chat, email and phone conversations.

Remote - local to Los Angeles, CA

KEY RESPONSIBILITIES (other duties as assigned):

• Communicate directly with customers via phone, email and live chat meeting established targets for number of customer issues and several other metrics determined by the Customer Experience Leadership team.
• Displays expert knowledge on the full Joybird catalog and provides style advice and product recommendations to suit a customer’s unique needs.
• Assist our leadership team to create programs and initiatives to make our customers’ experiences even better.
• Solve delivery issues, transaction problems and customer experience complaints to exceed customer satisfaction. Defuses customer situations, works closely with co-workers and supervisors to resolve customer issues.
• Shares valuable insights with our product, marketing and technology teams regarding customer needs and feedback.

Scope & Impact

Meets or exceeds performance expectations including chat responses, call handling, email responses, 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

• An expert communicator – The Customer Experience Specialist must be able to successfully resolve issues via chat, email, or phone. Good typing skills are a must (40+ wpm).
• You have 1-2 years of call center experience
• You don’t believe in following a specific path to solve every problem and are comfortable making judgment calls. You quickly understand the issue and create a personalized/tailored solution for each customer.
• Resilient – The ability to quickly move past challenging interactions with customers.
• Empathetic to your colleagues and our customers.
• You clearly walk the customer through the resolution and set expectations for delivery.

PREFERRED REQUIREMENTS: None

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.

PAY RANGE: $20 to $22 per hour

Core Attributes

Communicate Transparently

Lead the Team

Impact and Influence

Deliver Results

Coach and Develop

At La-Z-Boy, 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. 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 Something Amazing.

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

Work Shift

First Shift (United States of America)

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