Customer Care Agent

Ashley Furniture Industries

24d

About The Position

For over 75 years, Ashley Furniture has been the largest home furnishings manufacturer, transforming homes worldwide. With our customer base continuously growing, we are expanding our reach by opening more stores to meet the increasing demand. Our dedication to quality, style, and affordability has solidified our reputation as a trusted and recognized brand worldwide. Purpose at Ashley Our Local Customer Care Agent is the operational backbone of our delivery ecosystem, supporting delivery recovery and customer communication across our Fulfillment Centers. These agents manage a demanding multi-channel workload that includes serving as the primary point of contact for all "hot" deliveries—any delivery that was not landed 100% and requires customer recovery. The team also manages our VIP process, which includes inspecting products and sending photos to customers to help manage expectations. Additionally, Customer Care Agents handle sending time frame communication, managing complex cases, communicating with customers regarding delivery complications at load out, supporting retail store teams, and maintaining proactive customer communication throughout the delivery and recovery journey.

Requirements

Legally authorized to work in the US
At least 18 years old
1-2 years' experience in fast-paced environments, bilingual preferred
Excellent phone etiquette, while expressing patience and professionalism with a customer-focused mindset
Strong problem-solving skills, attention to detail while working in a fast-paced environment
Experience with chat, phone and email support; including proficient in computer systems and programs such as Microsoft office and CRM systems
Ability to work flexible hours, including weekends and holidays. Shifts may vary depending on schedule and business needs: Tuesday-Saturday: 7:30 am to 4:30 pm and/or 10 am to 7 pm
Maintain reliable attendance
Thrive in a team environment

Responsibilities

Handle hot delivery recoveries by identifying and addressing immediate challenges on the delivery route.
Monitor active recoveries in real-time to ensure timely resolution of delivery delays or product issues.
Resolve delivery issues before customer escalation by proactively identifying potential problems and implementing solutions.
Coordinate with Regional Fulfillment Centers (RFCs) to arrange same-day and next-day recovery deliveries.
Track recovery requests accurately across various RFC-specific systems and databases.
Notify customers promptly of any delivery issues or delays discovered during the load-out or routing process.
Provide elevated, white-glove service for VIP customers and complex, high-priority orders.
Handle escalated delivery issues with empathy, professionalism, and a focus on immediate resolution.
Coordinate closely with Store Operations and RFC personnel to align on solutions for escalated cases.
Process recovery requests strictly within established response time windows to minimize customer wait times.
Navigate multiple systems simultaneously, including Package AI, Storis, and Salesforce, to track orders and document resolutions.
Document VIP processes accurately while maintaining strict adherence to Standard Operating Procedures (SOPs).
Deliver multi-channel support seamlessly across driver chat, customer chat, and voice channels.
Perform real-time problem-solving and make independent decisions to resolve logistical and customer service challenges.
Execute escalation management protocols effectively when issues exceed standard resolution parameters.
Maintain a proactive service model focused on issue prevention rather than just reaction.
Apply comprehensive knowledge of company return policies, exchange processes, and warranty claims to assist customers.
Demonstrate a strong understanding of delivery logistics, routing, and recovery operations.
Serve as the critical link between retail stores and customers, ensuring unresolved issues are addressed with expert attention.
Restore customer confidence and provide world-class experiences, especially in situations where service gaps have occurred.
Own every customer issue from start to finish, demonstrating an unwavering commitment to exceptional service and follow-through.
Complete any additional tasks or special projects assigned by management to support operational goals.
Complete any additional tasks assigned by management.