Warranty Coordinator

at  LaZBoy

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:
The warranty coordinator ensures the customer’s warranty claim is resolved promptly while providing an exceptional level of customer service. A warranty specialist will address any customer issue or complaint with the quality of their furniture post-delivery.
Job Description:

KEY RESPONSIBILITIES (other duties as assigned):

• Process warranty claims from beginning to resolution; seek solutions that benefit the customer while supporting Joybird’s business.
• Respond to medic cases to ensure these customers are responded to within 24 hours.
• Ensure all customers who require further assistance and a callback are contacted.
• Answer any incoming calls related to warranty.
• Respond and resolve incoming tickets and warranty claims and ensure all email threads and concerns are addressed.
• Utilizes databases and resources to research and resolve consumer inquiries.
• Enter Medic Submissions for customers who agree to have a technician sourced to resolve their concerns.
• Audit Guardsman and FSN to ensure all pending Medic Submissions are processed correctly.
• Enter partial replacements for Manufactured items and 3rd party items.
• Complete any special projects provided by the Warranty leads.

MINIMUM REQUIREMENTS:

• Must have a strong background in customer service.
• Comfortable speaking with customers over the phone and via email.
• Must have some knowledge of furniture and furniture assembly.
• Must be able to prioritize tasks and multitask responsibilities when needed to.
• Must have product knowledge and knowledge of the manufacturing processes.
• Must be proficient in typing. (Min 50 WPM)
• Must have problem-solving skills.

PREFERRED REQUIREMENTS:

• Comfortable with speaking with escalated customers.
• Comfortable working in a fast-paced environment.
  SUPERVISORY RESPONSIBILITIES: None

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.
Weekly Hours:
40
Work Shift:
First Shift (United States of America)
Joybird Privacy Polic

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

KEY RESPONSIBILITIES (other duties as assigned):

• Process warranty claims from beginning to resolution; seek solutions that benefit the customer while supporting Joybird’s business.
• Respond to medic cases to ensure these customers are responded to within 24 hours.
• Ensure all customers who require further assistance and a callback are contacted.
• Answer any incoming calls related to warranty.
• Respond and resolve incoming tickets and warranty claims and ensure all email threads and concerns are addressed.
• Utilizes databases and resources to research and resolve consumer inquiries.
• Enter Medic Submissions for customers who agree to have a technician sourced to resolve their concerns.
• Audit Guardsman and FSN to ensure all pending Medic Submissions are processed correctly.
• Enter partial replacements for Manufactured items and 3rd party items.
• Complete any special projects provided by the Warranty leads