Warranty Escalation Coordinator
About The Position
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 Summary: 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.
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
Nice To Haves
- Previous experience working with escalated customers
Responsibilities
- 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.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
