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Ikea member of staff helping customers use touch screen
Meeting & Understanding Customers

Call Center Senior Resolutions Generalist (Kitchens)

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  • Baltimore, Maryland, United States
  • Sales & Commercial
  • Full time

Job Description

  • Job ID: 317556

  • Date posted: 17/12/2025

    • 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

    Deliver excellent experiences to customers and maximize the customer satisfaction by providing best possible solutions always with empathy, understanding of customer needs and strong will to create a better life at home for the customer.

    Provide qualitative customer support in all remote channels (phone, chat, mail, video, social), to secure a great customer experience, thus building trust in IKEA brand.

    Offer great and convenient solutions, demonstrating a customer-centric and truly empathic approach in every customer interaction, in order to maximize customer satisfaction

    Make use of conflict management techniques in the customer contact to contribute to smooth and positive interactions that drive customer retention

    Take responsibility to decide in which cases to go the extra mile, prioritizing customer experience while understanding cost consciousness

    Contribute with input to set, and responsible for reaching, personal goals that align with and contribute to the unit, function and team goals

    Actively seek information about the IKEA products and services to stay up to date with commercial priorities and activities thus maintaining ability to contribute to sales directly and indirectly

    Provide feedback on improvement needs, thus contributing to all co-workers having the knowledge required to meet customer needs

    Capture and share relevant customer insights to enable other parts of Ingka to improve the customer experience

    Together as a Team

    We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable. Connecting with IKEA in the ways customers need has never been more important to us. We also know that our customers demand increasing levels of accessibility from wherever they are and that has led to creating a transformed and very capable customer channel at IKEA.

    Apply now!

    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!

    PAY DISCLOSURE- $19.57-$27.83
    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

    This position is hybrid role that requires open availability. The successful candidate must live within a commutable distance to the IKEA Remote Customer Meeting Point in Nottingham, MD.

    Thank you for your interest in applying for this role. Please be aware that this is a Sensitive Position. The successful candidate will be required to complete a background check and a drug test as a condition of employment for this role



    QUALIFICATIONS

    * Ability to understand customer needs and to offer relevant solutions that build customer satisfaction as well as to handle and de-escalate potential conflicts
    * Passion for meeting customers, connecting with them, and providing empathic solutions to their needs
    * Energized by providing great customer service and reaching individual as well as team goal
    * Enjoy working with technology that enable distance engagement in a remote fast-paced and future-oriented environment
    * High level of data/computer proficiency
    * Ability to communicate correctly, confidently, and clearly in local language(s) across channels
    * General knowledge of remote customer behavior across channels as well as of remote customer engagement
    * Strong customer focused mindset, thus steering conversation in a polite, friendly and trustworthy way
    * Strong customer service skills and ability to adapt communication depending on channel
    * Ability to work with others in a team and open to exchange of knowledge and insights
    * Ability to work with modern tools and systems in a dynamic retail environment, handling more than one task at the time
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