Job Description

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.

For over 75 years, Ashley Furniture has been the largest homefurnishingsmanufacturer, 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.

WhatYou’llDo

Delivery Recovery & Issue Resolution

• Handle hot delivery recoveriesby identifying and addressing immediate challenges on the delivery route.
• Monitor active recoveries in real-timeto ensure timely resolution of delivery delays or product issues.
• Resolve delivery issues before customer escalationby proactively identifying potential problems and implementing solutions.
• Coordinate with Regional Fulfillment Centers (RFCs)to arrange same-day and next-day recovery deliveries.
• Track recovery requestsaccurately across various RFC-specific systems and databases.
• Notify customers promptlyof any delivery issues or delays discovered during the load-out or routing process.

1. ** VIP & Escalation Support**

• Provide elevated, white-glove servicefor VIP customers and complex, high-priority orders.
• Handle escalated delivery issueswith empathy, professionalism, and a focus on immediate resolution.
• Coordinate closely with Store Operations and RFC personnelto align on solutions for escalated cases.
• Process recovery requestsstrictly 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 processesaccurately while maintaining strict adherence to Standard Operating Procedures (SOPs).

1. ** Cross-Functional Operations & Multi-Channel Support**

• Deliver multi-channel supportseamlessly across driver chat, customer chat, and voice channels.
• Perform real-time problem-solvingand make independent decisions to resolve logistical and customer service challenges.
• Execute escalation managementprotocols effectively when issues exceed standard resolution parameters.
• Maintain a proactive service modelfocused on issue prevention rather than just reaction.
• Apply comprehensive knowledgeof company return policies, exchange processes, and warranty claims to assist customers.
• Demonstrate a strong understandingof delivery logistics, routing, and recovery operations.

1. ** Store & Customer Partnership**

• Serve as the critical linkbetween retail stores and customers, ensuring unresolved issues are addressed with expert attention.

• Restore customer confidenceand 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 tasksor special projects assigned by management to support operational goals.

• Complete anyadditionaltasksassigned by management.

What You Bring

• Legally authorized to work in the US

• Atleast 18 years old

• 1-2years' experiencein 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

** What’s In It for You**

When you join us, you are eligible toparticipatein our comprehensive benefits programs, which include:

• Extended health, dental benefits, and vision insurance

• Employee Discount from 10% - 30%

• Life/Disability Insurance

• Flex Spending Account

• 401K

• Paid Time Off

Ashley values its diversity and is proud to be an equal opportunity employer.All employment decisions are madeon the basis ofan individual’s skills, qualifications, merit, and businessneeds.

To learn more about Ashley Furniture, our community engagement programs, environmental stewardship, and our core values, please visit our Corporate Social Responsibility information page:Corporate Social Responsibility