Customer Resolutions Specialist

IKEA; Oak Creek (WI); On-site; USD 27,000 - 39,000; Full time

Benefits offered by this job

Generous paid time off, holiday and s​

WiselyPay – get earned wages up to two

Paid parental leave (up to 16 weeks)

KinderCare tuition discount

Retirement and bonus plans

Co-worker discount, meal deal, and ref

Pet insurance program

Education assistance and learning pro­

Safety shoe reimbursement

24/7 telehealth visits

Dental and vision plans

Medical and Rx plans (must work min. 2

A fun and inclusive work environment

Job summary

IKEA in Wisconsin is seeking a Customer Relations Specialist to help customers across multiple channels with empathy and efficiency. You will resolve issues, collect information, explain options, and guide customers toward satisfactory resolutions while balancing store procedures.

The role is hourly, full-time, with benefits eligibility and open availability across Sundays. You will join a diverse team that values inclusivity and a positive customer experience.

Qualifications

• 1 year of call center, sales or customer service experience preferred.

Responsibilities

• Resolves customer issues by collecting pertinent information, informing customers of options, and finding an acceptable resolution.
• Resolves customer issues with urgency while balancing the needs of the customer; as well as the needs of the IKEA store, Customer Support Center while considering operational procedures and costs.
• Collaborates with our Store partners, service providers and installation providers to satisfy customer issues and to ensure customer standards are met or exceeded.
• Provides customers with a forum to express their concerns and react in a professional and empathetic manner.
• Maintains accurate records of customer resolutions and follow through/negotiate credits and/or discounts based on Return policy/incident and coordinate the return of merchandise with the customer.
• Creates and supports reporting Customer Resolution metrics to ensure KPIs are being met.
• Contributes to an environment where the IKEA culture is a strong and living reality that embraces the diversity of co-workers and customers.

Skills

Customer service

Call center

Sales experience

Job description

Why we will love you

You care about making a positive impact. You understand greatness requires thinking differently. An inclusive 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. 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

• Resolves customer issues by collecting pertinent information, informing customers of options, and finding an acceptable resolution.
• Resolves customer issues with urgency while balancing the needs of the customer; as well as the needs of the IKEA store, Customer Support Center while considering operational procedures and costs.
• Collaborates with our Store partners, service providers and installation providers to satisfy customer issues and to ensure customer standards are met or exceeded.
• Provides customers with a forum to express their concerns and react in a professional and empathetic manner.
• Maintains accurate records of customer resolutions and follow through/negotiate credits and/or discounts based on Return policy/incident and coordinate the return of merchandise with the customer.
• Creates and supports reporting Customer Resolution metrics to ensure KPIs are being met.
• Contributes to an environment where the IKEA culture is a strong and living reality that embraces the diversity of co-workers and customers.

Together as a team

At IKEA it's all about our customers, and in Customer Relations we build and retain long-lasting relationships with new and existing customers in a multichannel retail environment. We're a diverse team that work together to ensure a positive and joyful experience for all IKEA visitors and customers: we set up services, gather feedback and make things right! Our modus operandi is to connect to people by listening to their personal needs and to create genuine interactions. We're a bunch of people who are truly passionate about people!

JOB TYPE: Perm, Full Time

BENEFITS ELIGIBLE: Yes

HOURS: Hourly role. Retail environment, must have open availability Monday through Sunday

The pay for this role is $19.96 to $28.20

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

Qualifications

• 1 year of call center, sales or customer service experience preferred.
• The starting rate/ salary for this position ranges from 19.96 USD to 28.2 USD and will be based on relevant work experience.