Customer Service Representative I
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BASIC FUNCTION: With direct and indirect supervision, this position receives and responds to general and routine customer calls regarding La-Z-Boy products and services. Working within established guidelines, this position is responsible for delivering superior customer service in a respectful, courteous and timely manner to ensure customer’s concerns are addressed through to resolution.KEY RESPONSIBILITIES:• Successfully completes training to become knowledgeable of the La-Z-Boy company including products, services and organization.• Serves as the first point of contact to respond professionally and courteously to general and routine customer inquiries, requests and complaints.• Research, resolve, and effectively respond to inquiries received via telephone calls, e-mails, social media/chat, and U.S. Postal mail in a timely manner• Order service parts (ASAP & RMS) needed to resolve customer service issues (warranty and non-warranty)• Escalate problems or decisions to appropriate individual based on established guidelines and procedures when necessary (i.e., product liability issues)• Make decisions regarding service refunds • Authorize and generate credits and returns• Defuse difficult customers in order to successfully communicate and develop a solution• Authorize merchandise discounts in appropriate situations• Negotiate with and direct dealer for assistance in resolution• Maintain product, process, and system knowledge as required• Authorize and perform production order maintenance as appropriate • Returns all routine and general customer calls in a timely manner.• Responds to and may initiate outbound call to close the loop on general and routine customer calls.• Ensures customer’s concerns are understood and explains resolution clearly to the customer.• Enters service and product data into computer for billing, delivery, scheduling, and tracking purposes.• Logs and records information about customer support interactions by inputting information into Company systems and updating information in a timely and accurate manner.• Works closely with peers to resolve the customer’s questions or concerns in a timely manner.• Receives and reviews metric reports and action plans with the Customer Service Supervisor to understand individual performance, impact and opportunities for development.• Receives and relays customer feedback about services and products, funneling it to the appropriate departments, divisions or as directed to support efforts for continual process improvement.• Performs other job-related duties as assignedMINIMUM JOB REQUIREMENTS:• High School diploma or equivalent. Some college preferred and/or one plus year work experience in a service related field.• The ability to respectfully and effectively provide customer service support as obtained through at least one year of experience providing person or phone-based service in a high volume customer service environment• Excellent customer service – friendly, courteous, empathetic and helpful; interpersonal skills and telephone etiquette.• Excellent verbal and written communication skills.• Strong listening skills with ability to maintain balance between empathy to situation and administration of warranty guidelines. • Strong attention to detail and organizational skills.• Strong decision making skills.• Multi task oriented.• Proficiency in Microsoft Office products including Outlook, Excel and Word. • Teamwork – work effectively and productively with others.• Ability to assist others to interpret policies and warranties.• Ability to defuse angry customer in order to successfully communicate and develop solution.• Ability to read and interpret documents such as service schematics, operating instructions and procedures manual (technical instructions in diagram form).• Ability to handle very large volumes of work without quality of work deteriorating.• Ability to manage stress caused by high volumes of work and negativity related to continuous problems.SUPERVISORY RESPONSIBILITIES: None
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Customer Service Representative I
Things have really evolved since La-Z-Boy first introduced the recliner in 1928. Over the subsequent decades, our product line has grown to include a myriad of pieces and styles, and our brand name has become highly recognized across the country and around the globe. But throughout our history, one fact remained constant: The La-Z-Boy brand name is synonymous with comfort and quality.
Are you looking to make a comfortable living? There’s no better place to do just that than with the number one name brand, La-Z-Boy! From the furniture we carry to the people who work here, comfort is our business. We have a comprehensive training program that helps our employees grow to their greatest potential- where the sky is the limit. We offer great salaries and a comprehensive benefits package.
Are you a confident and motivated individual ready to work for an iconic, American company that provides challenge and opportunity for career growth? If so, what are you waiting for? Join the La-Z-Boy Talent Network!
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