Customer Care Agent

Ashley Furniture is a renowned leader in the home furnishings industry with a distinguished legacy spanning over 75 years. As the largest home furnishings manufacturer globally, Ashley Furniture is committed to transforming homes worldwide by delivering high-quality, stylish, and affordable furniture solutions. The company has built a strong reputation as a trusted and recognized brand known for its dedication to customer satisfaction and innovative home décor. With an expanding customer base, Ashley Furniture is continuously growing its presence by opening new stores to meet the increasing demand across diverse markets. The company fosters a dynamic and inclusive work environment where employees are valued and empowered to contribute to its ongoing success.

The role of the Local Customer Care Agent at Ashley Furniture is pivotal within the delivery operations team, serving as the operational backbone of the delivery ecosystem. This position is responsible for managing delivery recovery and maintaining consistent communication with customers throughout the fulfillment process across multiple Regional Fulfillment Centers (RFCs). The Customer Care Agent is tasked with addressing "hot" deliveries, which are deliveries that have not been successfully completed and require immediate customer recovery efforts. These agents provide expert management of complex cases, continuously engage with customers to provide updates on delivery timeframes, and resolve any delivery complications identified during the load-out or routing stages.

In addition to handling recovery operations, the Local Customer Care Agent administers the VIP process, ensuring that high-priority customers receive elevated and personalized service. This includes inspecting products, sharing detailed images with customers to manage expectations, and closely coordinating with store operations and fulfillment centers to facilitate timely resolutions. The role demands adeptness in multitasking and cross-functional collaboration, utilizing multiple technology platforms such as Package AI, Storis, and Salesforce to accurately track orders and document solutions in compliance with established Standard Operating Procedures (SOPs).

The position also involves providing multi-channel customer support across driver chat, customer chat, and voice communications, requiring strong problem-solving skills and the capacity to make independent decisions promptly. Local Customer Care Agents must proactively mitigate service disruptions by implementing prevention strategies rather than merely reacting to issues. Acting as a vital link between the retail stores and customers, these agents ensure that service gaps are resolved effectively, restoring customer confidence and delivering world-class service from issue initiation through to completion. Ashley Furniture values individuals who thrive in a fast-paced environment and are committed to exceptional service standards, continuous improvement, and teamwork. As part of Ashley Furniture, employees gain access to a comprehensive package of benefits designed to support both their professional and personal lives.