Consumer Experience Supervisor

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

Oversees the complete consumer experience process and ensures the highest level of consumer satisfaction. Leads a team of customer service representatives and ensures the enhancement of the customer service process. The Consumer Experience Supervisor will be a brand ambassador focused on delivering an exceptional consumer experience. This position will work closely with the field service technicians, operations, Dayton service center, retail, residential, wholesale, and order support. Must thrive in a challenging and fast paced atmosphere where prioritizing and multi-tasking are the norm. Must be self-driven, customer focused, and able to make quick decisions with limited information. Exceptional attention to detail and organizational skills are mandatory.

Job Description:

KEY RESPONSIBILITIES:

• Manage the full post-sale consumer experience by leading a team of customer service representatives (CSRs), team development, and process improvement
• Create development plans for individual team members while driving specific task teams towards achievement of defined goals
• Recruit, hire, train, and develop a team focused on delivering a seamless consumer experience and being an ambassador for our brand
• Acts as a conduit for support and lead escalation specialist for assigned distribution center DMA
• Works with CSRs on handling escalated customer issues involving tact, discretion, persuasion, and negotiation.
• Identifies, develops, and implements process improvement opportunities to improve operating efficiencies. Leads special project teams to bring measurable results.
• Builds and maintains relationships with business partners. Participates in scheduled Market Sales Manager (MSM) and dealer calls and sends updates as required.
• Develops and defines process documentation, performance expectations, and reporting guidelines to ensure operational consistency.

SCOPE & IMPACT: 

Consumer Experience Supervisors provide customer service support for independently owned licensees, wholesale dealers, and retail-owned furniture galleries. Supervisors are responsible for the wellbeing of the customer from the time the service case is opened through completion of repair. This role is responsible for a team of 20+ CSRs.

MINIMUM REQUIREMENTS:  

• Bachelor’s degree in Business, Communications or related field or 2-4 years of equivalent experience.
• Strong proficiency and experience in Microsoft Office Suite.
• Demonstrated capability in handling complex problems
• Ability to recognize issues, problems, and process improvements
• Self-motivated to solve problems, keep teams on track and the ability to adapt

PREFERRED REQUIREMENTS:

• 5+ years of leading high-performing teams
• Experience leading remote workforce
• Call center experience
• Experience in multiple systems including E1 or RMS

SUPERVISORY RESPONSIBILITIES:  Responsible for managing a team of 20+ CSRs and to undertake the following employment actions:  hiring, termination, corrective action and performance reviews.

PHYSICAL DEMANDS/WORK ENVIRONMENT: Office environment / no specific or unusual physical or environmental demands.  

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.

Weekly Hours:

40

Benefit offerings to employees 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: https://learn.bswift.com/la-z-boy

If this role requires travel / driving in order to perform the key responsibilities outlined above, candidates must be able to meet the qualifications noted in the company’s Driver Management Program to be considered for the role.

At La-Z-Boy Incorporated, we're an equal opportunity employer. We understand that our employees’ diverse backgrounds, experiences, perspectives, and viewpoints add value to our ability to create and deliver the best possible service, quality products, and is of utmost importance as we work together to build comfort. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

We are committed to fostering an environment in which all employees feel valued, included, and empowered to do their best work and bring great ideas to the table. If you are a qualified individual that may need a change or adjustment to the application/interviewing/hiring process as a result of your disability, you may request a reasonable accommodations by emailing our recruiting team at recruiting@la-z-boy.com or by calling 734-242-1444.