Customer Experience Lead

Ashley Furniture Industries•Glendale, AZ

18h•Onsite

About The Position

The Customer Experience Lead performs daily functions in their assigned area and provides guidance and support to Customer Experience Representatives handling difficult or escalated customer situations. The role spends much of the workday listening to customer concerns, troubleshooting problems, and finding solutions that support customer satisfaction and company goals. The Lead serves as a positive example and team leader, maintains prompt, efficient, and accurate data, and demonstrates strong knowledge of product and vendor warranties and company customer service procedures. They use customer service, problem-solving, and negotiation skills to resolve difficult situations, determine when standard procedures should be enforced or overridden, and move calmly between situations. The position works with customers and internal and third-party partners to resolve product, order, and delivery concerns. It requires accurate documentation, follow-up, and system updates to support effective resolution and customer retention. The role is based in a climate-controlled office with standard lighting and moderate noise, primarily involving extended periods seated at a desk using computers, phones, and other office equipment. It includes collaboration with team members and may involve meetings, conference calls, and cross-departmental communications during regular business hours.

Requirements

High school diploma or equivalent.
Three years of customer service experience.
Professional telephone etiquette.
Excellent oral and written communication skills.
Strong attention to detail.
Proficient computer skills, including experience with Microsoft Office Suite and the internet.
Ability to manage multiple tasks and priorities simultaneously.

Nice To Haves

Previous leadership skills.

Responsibilities

Communicate professionally with customers, particularly in escalated situations, and troubleshoot and resolve concerns involving defective or incorrect products, customer perceptions, and other issues.
Collaborate with Regional Managers, store personnel, warehouse personnel, and others to reach appropriate customer resolutions.
Accurately document customer communications so representatives can provide seamless service across multiple interactions.
Follow path-to-resolution processes and guidelines, gather relevant information, and follow up to ensure timely resolution and customer satisfaction.
Provide guidance, coaching, and support to Customer Experience Representatives on challenging customer situations and escalated issues.
Train and develop representatives through team meetings, small groups, and one-on-one support, helping build their skills and confidence and empowering them to make decisions.
Handle delivery concerns, including rescheduled or late deliveries and delivery damage, and collaborate with appropriate personnel to resolve them.
Adjust or enter customer sales orders, part orders, credit memos, exchanges, and service technician appointments in the system as needed.
Collaborate with third-party vendors, including protection plan, technical support, and delivery companies, to assist in providing customer service.