Customer Care Agent

Ashley Furniture, established for over 75 years, stands as the largest home furnishings manufacturer globally, transforming homes and lifestyles across the world. Renowned for its commitment to quality, style, and affordability, Ashley Furniture has cultivated a strong reputation as a trusted and recognized brand. The company is currently in a phase of expansion, aiming to meet an increasing customer demand by opening more stores and enhancing its footprint. This growth reflects the brand's dedication not only to providing superior home furnishing products but also to delivering exceptional customer experiences and operational excellence.

Within this thriving environment, Ashley Furniture is seeking dedicated professionals to join their customer-centered teams. The role of the Local Customer Care Agent is vital, serving as the operational backbone of the company's delivery ecosystem. This position supports delivery recovery and plays a central role in customer communications across the company’s Regional Fulfillment Centers (RFCs). Customer Care Agents manage a high-demand, multi-channel workload. They serve as the primary contact for all 'hot' deliveries—those that were not successfully completed upon arrival and require immediate recovery action. They are entrusted with overseeing the VIP process, which entails inspecting products and providing customers with photographic evidence to manage expectations proactively.

The position encompasses a variety of responsibilities including sending delivery time frame communications, managing complex cases, and addressing complications discovered during both the load-out and routing processes. Customer Care Agents work closely with retail store teams and maintain consistent proactive engagement with customers from initial delivery through to successful resolution and recovery. This role requires a collaborative spirit, as Agents coordinate with multiple departments and systems to ensure seamless delivery logistics and superior customer service.

This is a full-time role offering a competitive hourly wage of $16.90. It is tailored for individuals who excel in fast-paced work environments, possess exceptional communication skills, and are motivated by a strong customer service ethos. Joining Ashley Furniture means becoming part of a family-oriented workspace that values diversity, skill, and commitment, and offers opportunities for growth, learning, and making a tangible difference in customers’ lives and the community.

In this role, candidates will navigate several digital platforms such as Package AI, Storis, and Salesforce to track deliveries and document resolutions accurately. They are critical in confirming that recovery deliveries are timely, and they follow strict standard operating procedures. This ensures both efficiency and customer satisfaction. The successful applicant will thrive under pressure, with the ability to prioritize and resolve issues effectively, providing white-glove service to VIP customers and managing escalations with empathy and professionalism.

Ashley Furniture offers a benefits program comprising extended health, dental and vision insurance, employee discounts ranging from 10% to 30%, life and disability insurance, flexible spending accounts, a 401(k) plan, and paid time off, including vacation and sick leave. This comprehensive package supports employee well-being and work-life balance.

The company values every customer interaction and strives for a service model that is proactive, preventing issues before escalation. The Local Customer Care Agent is a cornerstone of fulfilling this mission and is an important part of a dynamic team environment where collaboration and customer satisfaction are paramount.