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 assists and resolves escalated customer warranty claims. Responsible for providing an elevated customer experience to promptly resolve a customer’s warranty concerns. Partnering with different departments to resolve a warranty claim and ensuring we are the main point of contact.
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
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.
Additional Job Description:
40
Base Compensation Range: $20.92 - $31.64 per hour
Benefits for Employees in the US
Benefit offerings to employee 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: 2025 La-Z-Boy Benefits Overview
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 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.
