Customer Care Representative

Ashley•Fredericksburg, VA

9d•$16 - $19•Onsite

About The Position

At Ashley, taking care of our customers does not end when their furniture is delivered. Our Customer Care Call Center Associates are an essential part of creating a great customer experience long after the sale. If you enjoy helping people, solving problems, staying organized, and turning challenging customer situations into positive experiences, this could be a great opportunity for you. In this role, you’ll be the voice of our company for customers who need assistance after delivery. You’ll handle a high volume of inbound calls, troubleshoot issues, coordinate service solutions, and work closely with our internal teams to make sure our customers feel heard and taken care of.

Requirements

High school diploma, GED, or equivalent combination of education and experience.
At least 1 year of customer service experience preferred.
Strong computer skills and the ability to quickly learn new systems.
Excellent verbal and written communication skills.
Provide excellent customer service and maintain a professional phone presence.
Can confidently handle a high volume of calls in a fast-paced environment.
Know how to remain calm and professional when speaking with upset customers.
Are an excellent communicator with strong listening and de-escalation skills.
Can multitask and manage multiple customer issues or tickets at once.
Are comfortable learning new computer systems and navigating multiple software applications.
Have strong administrative skills and exceptional attention to detail.
Take ownership of problems and work toward practical solutions.
Can work independently while also collaborating effectively with a team.

Nice To Haves

Call center, retail, furniture, delivery, warranty, or service experience is a plus.

Responsibilities

Answer inbound calls from customers regarding post-delivery questions, concerns, and service needs.
Listen carefully to customers, identify the issue, and determine the best resolution while following company policies and procedures.
Handle conversations involving delivery delays, merchandise damage, warranties, repairs, and other customer concerns.
De-escalate difficult or high-intensity conversations using professionalism, empathy, and strong communication skills.
Create service technician work orders and/or purchase orders based on information gathered during customer interactions.
Coordinate appropriate repair or service solutions that balance customer expectations with company policies.
Process items for billing based on daily pickups and deliveries and update the customer’s account history.
Electronically file delivery and customer pickup receipts and maintain accurate records.
Track delivery and pickup activity and assist with related reporting.
Manage multiple customer tickets and tasks at the same time while maintaining accuracy and attention to detail.
Work closely with other departments to help resolve customer concerns efficiently.