Joybird · 2 weeks ago
Warranty Escalation Coordinator
Los Angeles, CA
Full-time
Onsite
Entry, Mid Level
$23/hr - $28/hr
2+ years expJoybird is an industry-leading organization focused on transforming the power of comfort. The Warranty Escalation Coordinator role involves assisting and resolving escalated customer warranty claims while providing an elevated customer experience and partnering with various departments to ensure timely resolutions.
E-CommerceFurnitureManufacturingRetail
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
Qualification
Required
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
Preferred
Previous experience working with escalated customers
Benefits
Medical
Vision
Dental
Basic Life Insurance
401k retirement plan with company match of up to 6%
9-11 paid holidays each year
Two weeks’ prorated vacation as a new hire
Personal time (non-exempt only)
State mandated sick time
Company
Joybird
Joybird is an e-commerce retailer and manufacturer of upholstered furniture.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2018-07-16Acquired
Leadership Team
Josh Stellin
Co-Founder
Jennifer Caruthers
HR Business Partner
Recent News
Business Wire
2025-12-10
Designers Today
2025-12-09
Company data provided by crunchbase