Customer Care Agent

Ashley Furniture has been a pioneering leader in the home furnishings industry for over 75 years, renowned globally as the largest manufacturer of home furniture. The company boasts a commitment to delivering quality, stylish, and affordable products, which has helped it solidify its position as a trusted and recognized brand worldwide. Ashley Furniture is continuously expanding its footprint by opening new stores to cater to the growing customer demand. This growth not only reflects the company’s strong market presence but also highlights its dedication to providing exceptional customer experiences and evolving with market trends. The company’s operations span the entire home furnishing cycle, ensuring a seamless delivery, installation, and customer service experience.

The role of the Local Customer Care Agent at Ashley Furniture is integral to maintaining and enhancing this delivery ecosystem. This position acts as the operational backbone supporting delivery recovery efforts and customer communications across Ashley’s multiple Fulfillment Centers. As a Customer Care Agent, one is responsible for managing a fast-paced, multi-channel workload that serves as the primary point of contact for "hot" deliveries - those that face delivery challenges and require immediate customer recovery resolution. The role requires an agent to be a proactive communicator and problem solver, juggling multiple systems and stakeholders efficiently to ensure timely and effective recovery of delivery issues.

Key responsibilities include handling delivery recovery scenarios by identifying and mitigating issues on routes, monitoring ongoing recoveries in real-time, and coordinating with Regional Fulfillment Centers to enable same-day or next-day deliveries when needed. The agent also manages the VIP process, which involves inspecting products and communicating high-touch service details to VIP customers with professionalism and empathy. Additionally, the role demands the ability to deliver cross-functional support across various communication channels including phone, chat, and voice, requiring excellent customer service skills to de-escalate and resolve complex issues.

Furthermore, Customer Care Agents act as a bridge between retail stores and customers, ensuring any unresolved issues are addressed promptly. They own the customer’s experience from the initial contact to final resolution, aligning internal teams and resources to restore customer confidence and satisfaction. This role is suited for individuals who thrive under pressure, have exceptional communication skills, strong organizational ability, and have a firm grasp of delivery logistics and customer service operations. Employing a mix of real-time problem-solving, multi-system navigation, and empathetic customer engagement, the Local Customer Care Agent at Ashley is essential for sustaining the company’s reputation for excellent service and operational excellence.

The employment type for this role is hourly, with base pay starting at $16.50 per hour. Additional shift differentials are offered for evening, weekend, and bilingual employees, underscoring the company’s value for diverse skills and flexible scheduling. Joining Ashley Furniture means becoming part of a dynamic team that values diversity, equity, and inclusion, offering competitive benefits such as health, dental, vision insurance, retirement plans, employee discounts, paid time off, and more. For candidates interested in being part of a well-established brand with a forward-looking approach to customer service and fulfillment operations, this role offers a rewarding opportunity with room for professional growth and meaningful contribution to the Ashley mission.