Customer Happiness Specialist

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:

Job Description:

Schedule: Thursday through Monday, off on Tuesday and Wednesdays

KEY RESPONSIBILITIES (other duties as assigned):

• Communicate directly with customers via phone, email and live chat meeting established targets for number of customer issues and several other metrics determined by the Customer Experience Leadership team.
• Possess expert knowledge on the full Joybird catalog and provides style advice and product recommendations to suit a customer's unique needs.
• Address customer/designer inquiries and concerns related to cancellations, scheduling, rescheduling deliveries, returns, order statuses and any other questions customers may have.
• Manage and maintain all trade applications, ensure applications are responded to within 1-2 business days.
• Assist trade members in creating quotes to present to prospective clients
• Input and complete purchase orders by placing orders on the customer's behalf, sending invoices, and processing payment.
• Solve delivery issues, transaction problems and customer experience complaints to exceed customer satisfaction, as well as work closely with co-workers and supervisors to resolve customer issues.
• Shares valuable insights with our product, marketing and technology teams regarding customer needs and feedback.

Meets or exceeds performance expectations including chat responses, call handling, email responses, quality, dependability, and schedule adherence. Ability to impact department financial performance based on offering discounts, waving service fees and recommendations on return good authorizations. Maintain the management of trade accounts and orders ranging from lower hundreds to tens of thousands of dollars. The Customer Service team works to sustain the current annual revenue of $4.5 million acquired by the trade department while aiming to also increase annual revenue.

SUPERVISORY RESPONSIBILITIES: None

Office environment / no specific or unusual physical or environmental demands. Nearly continuously sit, use repetitive hand motion, hear and listen.

COMPENSATION: $19.00 to $21.00 per hour

Weekly Hours:

Work Shift:

Joybird Privacy Policy