Customer Experience Associate (Returns)- Full Time

Ikea Ab; Burbank (CA); On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

Generous paid time off

WiselyPay

Paid parental leave

Retirement and bonus plans

Co-worker discount

Pet insurance

Education assistance

Safety shoe reimbursement

24/7 telehealth

Dental and vision plans

Medical and Rx plans

Inclusive work environment

Job summary

IKEA in Burbank, CA, is hiring an hourly associate for a permanent, full-time role in Returns / Exchanges. Expect 34–40 hours weekly with evenings and weekends. You will ensure accurate transactions, handle returns, educate customers, and contribute to a smooth shopping experience.

The position offers benefits, opportunities to grow, and a team-focused environment where customer care and data integrity are valued.

Qualifications

• 1 year sales or customer service experience preferred.
• Strong communication, problem-solving, and conflict-resolution skills.
• Proven ability to accurately process transactions, returns, and customer requests in a fast-paced environment.
• Proven ability to remain calm, professional, and empathetic in a fast-paced environment while handling customer concerns, returns, exchanges, and service-related inquiries.

Responsibilities

• Creates a positive customer experience by ensuring accurate transactions and/or orders.
• Meets customers' needs, solves problems independently, and recognizes when to elevate to a manager.
• Builds loyalty by ensuring a positive customer journey during the IKEA shopping experience.
• Builds emotional connections through meaningful and empathetic interactions with customers.
• Provides customers with a simple and efficient handout experience during Full Serve Hand Out (FSHO) and sells services when needed.
• Provides customers with a smooth returns and exchange experience and collects data for follow-up.

Skills

Customer service

Communication

Problem solving

Conflict resolution

Transaction processing

Job description

Why we will love you

You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work environment is important to you.

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share your uniqueness. Join our team and start a better life for yourself.

What you'll be doing day to day

• Creates a positive customer experience by ensuring accurate transactions and/or orders. Records information accurately so the resulting analysis can be used to make improvements to customers' future shopping experience.
• Meets customers' needs, solves problems independently, and recognizes when to elevate to a manager.
• Builds loyalty by ensuring a positive customer journey during the IKEA shopping experience.
• Builds emotional connections through meaningful and empathetic interactions with customers.
• Provides customers with a simple and efficient handout experience when scheduled in Full Serve Hand Out (FSHO). Offers and sells services to customers during the handover process when needed.
• Provides the customer with a simple and smooth returns and exchange experience, while collecting high quality data for follow-up when scheduled in returns.

Together as a team

You could think that we have supernatural powers, but the truth is that our team is really great at putting our insights together to detect potential risks early on. We're a diverse group of people who work together to protect and strengthen the IKEA brand through our laser focus on risk management, data protection, compliance, business operations, health and safety. Thanks to us our assets, co-workers, visitors and customers can feel safe. At least we think that's pretty cool!

JOB TYPE – Permanent, Full-time, Hourly Associate

HOURS - From 34-40 hours per week (HL3) // Benefits Eligible

SHIFTS – Fully open work schedule availability including evenings and weekends required; Work schedules are published one month in advance.

DEPT –Returns / Exchanges

The hourly pay range for this role is $19.91/hr - $28.12/hr.

At IKEA, taking care of our co-workers and their dependents is a top priority. That’s why we offer our eligible, regular co-workers (part‑time and full‑time) a full menu of benefits and perk options to help everyone maintain work and life balance, be well and plan for their future. Join our team and enjoy these benefits and so much more!

• Generous paid time off, holiday and sick time
• WiselyPay – get earned wages up to two days early
• Paid parental leave (up to 16 weeks)
• KinderCare tuition discount
• Retirement and bonus plans
• Co-worker discount, meal deal, and referral bonus
• Pet insurance program
• Education assistance and learning programs
• Safety shoe reimbursement
• 24/7 telehealth visits
• Dental and vision plans
• Medical and Rx plans (must work min. 20 hrs/wk)
• A fun and inclusive work environment

The anticipated posting closing date is on or around 9/29/26.

QUALIFICATIONS

• 1 year sales or customer service experience preferred
• Strong communication, problem-solving, and conflict-resolution skills
• Proven ability to accurately process transactions, returns, and customer requests in a fast-paced environment
• Proven ability to remain calm, professional, and empathetic in a fast-paced environment while handling customer concerns, returns, exchanges, and service-related inquiries