Escalation Specialist

Ashley Digital

2d•Remote

About The Position

Ashley Digital is the e-commerce engine behind Ashley Furniture Industries, a globally recognized home brand. As the world's largest manufacturer of home furnishings and the largest furniture store brand in North America, Ashley operates at the intersection of retail and digital innovation. The team shapes how customers discover, explore, and buy home furnishings, leveraging expertise in data science, performance marketing, product, and creative. This role is a remote opportunity for candidates residing and authorized to work within the United States, requiring open availability between 6:00 AM and 9:15 PM PST, including full availability on weekends. The Escalation Specialist is responsible for providing best-in-class customer care to Resident customers by promptly and effectively resolving escalated customer concerns in real-time and enhancing customer satisfaction from the first point of contact to the final resolution. As part of the Customer Care team, the Escalation Specialist provides direct support to escalated and high-effort customers via inbound and outbound calls and emails by proficiently assessing and resolving customer questions and concerns and demonstrating an elevated level of attention, care, and follow-through.

Requirements

Minimum of 2 years of relevant experience in a fast-paced, growth-oriented environment.
Excellent written and spoken English including strong communication skills and ability to recall and coherently summarize complex issues and situations.
Comfort with and experience directly handling a high volume of escalated customers via phone and email, diffusing negative customer experiences with strong resolution, empathy, and positive redirection skills.
Strong interpersonal skills with a resilient, positive mindset and the ability to bring an upbeat, professional, and respectful approach to both internal and external customers.
Skilled communicator with the ability to recognize, understand, and appropriately respond to a wide range of customer sentiments with utmost professionalism and thoughtfulness.
Comfortable communicating with others within the organization promptly and professionally and providing front-line perspectives on key issues.
Experience and proficiency with creative problem-solving, critical thinking, and troubleshooting.
Highly organized with strong attention to detail and an ability to discern, document, and promptly follow through across multiple areas of customer dissatisfaction or concern.
Accountable and consistent performer with a desire to grow, driven by excellence and committed to exemplifying Resident’s core values consistently.
Ability to consistently meet expectations and performance goals.
Comfortable and familiar with working from home, highly focused and self-motivated team player, bringing an upbeat, professional, and respectful approach to every customer, leader, and coworker each day.
Experience and proficiency in web-based tools and technology such as Google Suite, Slack, and Asana with the ability to type 50+ WPM.
Experience working with a BPO or hybrid team.
Demonstrates curiosity and adaptability in adopting new technologies and AI solutions to support evolving business needs and future growth.

Responsibilities

Inbound phone support for escalated and high-effort customers with a focus on customer satisfaction and retention.
Effectively manages customer objections and offers knowledgeable product support to demonstrate value and build loyalty.
Includes inbound and outbound phone support and email correspondence.
Takes initiative and ownership over the customer experience by identifying opportunities for an improved experience and facilitating smooth and efficient resolutions that meet and exceed customer expectations.
Focuses on repairing each negative customer experience by actively listening, building trust, following through, and providing resolutions that improve sentiment and reduce customer effort.
Initiates and tracks resolution action items, documents and communicates with accuracy and detail, and tracks customer feedback, needs, and special considerations.
Proactively sets appropriate expectations as both an advocate for the customer and a representative of the company.
Uses Five9, Intercom, and other tools such as GSuite and Slack to track and follow through on action items and document resolution plans and progress.
Attends weekly meetings, trainings, coaching sessions, and touch bases as scheduled and shares frontline insights with team leadership to help drive continuous improvement in our customer experience.
Serves as a subject matter expert and brand ambassador for all of our brands, with the ability to speak to and support all of our products, processes, and services.