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!

The position will work directly with the carrier and customers in regards to issues that may occur during or before the delivery process while providing timely updates. This will involve utilizing our internal systems to track, follow up, assess, and resolve issues. This role also supports the customer experience team, warranty team and distribution team to ensure a customer-centric experience for all customers. Success in this role is to have passion for improving the customer experience.

KEY RESPONSIBILITIES (other duties as assigned):

• Resolve issues that arise with Joybird delivery partners to provide optimal customer satisfaction
• Engage with the customers to determine and/or explain the optimal resolution to ensure satisfaction
• Identify patters or potential issues and utilize critical thinking to find the source and advise solutions
• Assess and determine disposition to our carriers of various damage Joybird items
• Perform proactive follow-ups with customers via phone/email for pending issues
• Support carriers and RDCs via email with order issues
• Address HDO related requests from other Joybird departments in a timely manner
• High level phone and email skills
• Adept at addressing customer frustrations and managing expectations

SCOPE & IMPACT: 

Limit full replacements offered/processed for customers; Minimizing wait time by customers by eliminating passing between departments (lowering risk of cancellation due to shorter wait time); Handling 60% LZB 40% JBH freight deliveries; Average 100 monthly LZB shipments reported with issue (accepted/refused); Average 2% of shipped orders reported damaged per week to department; Average 15% of refused LZB shipments result in redelivery and warranty claim; Average 20% monthly of refused items result in cancel/refund

MINIMUM REQUIREMENTS:  

• 1 year customer service experience
• 1 year of call center experience.
• Strong ability to communicate effectively with outside parties and customers.

PREFERRED REQUIREMENTS: 

• Experience with CRM Softwares, including but not limited to ZenDesk, Kustomer, Ujet., Slack
• Delivery logistics experience preferred

SUPERVISORY RESPONSIBILITIES: None

COMPENSATION: $21.00 to $24.00 per hour

PHYSICAL DEMANDS/WORK ENVIRONMENT:

Prolonged periods sitting at a desk and working on a computer.

OUR PURPOSE:

We are La-Z-Boy Incorporated. Get comfortable with taking your work personally. Get comfortable with uncompromising quality.  Get comfortable with caring about your colleagues and the consumers we serve. When people are comfortable, they are free to be themselves; to be fearless. When people are comfortable, they put others at ease and are more welcoming to different people and perspectives.  When people are comfortable, they collaborate in meaningful ways. Being comfortable brings out the best in us.

We believe in the transformational power of comfort

OUR VALUES:

Courage – We aren’t afraid to try something new

• We are results oriented and can-do hard things.
• We do what is right.
• We challenge the status quo.

Curiosity – We are relentless in our mission to understand our business and consumers

• We ask questions and explore every opportunity.
• We embrace change.
• We test and learn.

Compassion – We honor our almost 100-year legacy that was built on family

• We lead with empathy in support of each other, our consumers and our communities.
• We foster an inclusive environment.
• We believe in positive intent. 

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

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Base Compensation Range: $18.56 - $28.08 per hour

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