Customer Care Agent

Default Brand; Colton (CA); On-site; USD 23,000 - 24,000; Full time

Benefits offered by this job

Extended health, dental, and vision

Employee discount 10%–30%

Life/Disability Insurance

Flex Spending Account

401K

Paid Time Off

Job summary

Ashley Furniture is seeking a Delivery Recovery & Issue Resolution specialist in the United States. You will handle hot recoveries, monitor real-time progress, and coordinate with RFCs to ensure timely, white-glove service for VIP orders.

You will work across multiple platforms (Package AI, Storis, Salesforce) and partner with store operations to resolve issues quickly, while maintaining SOPs and delivering superior customer experiences.

Qualifications

• Legally authorized to work in the US.
• At least 18 years old.
• 1-2 years' experience in fast-paced environments, bilingual preferred.
• Excellent phone etiquette and customer-focused mindset.
• Strong problem-solving and attention to detail.
• Experience with chat, phone and email support; proficiency with CRM systems.

Responsibilities

• Handle hot delivery recoveries by identifying and addressing immediate challenges on the delivery route.
• Monitor active recoveries in real-time to ensure timely resolution of delays or issues.
• Resolve delivery issues before escalation with proactive problem solving.
• Coordinate with RFCs to arrange same-day and next-day recovery deliveries.
• Track recovery requests across RFC systems and databases.
• Notify customers promptly of delays or issues.
• Provide white-glove service for VIP customers and high-priority orders.
• Handle escalated delivery issues with professionalism and empathy.
• Coordinate with Store Operations and RFC personnel to align on solutions.
• Process recovery requests within established response times.
• Navigate systems like Package AI, Storis, and Salesforce to track orders and document resolutions.
• Document VIP processes adhering to SOPs.
• Deliver multi-channel support across driver chat, customer chat, and phone channels.
• Make independent decisions to resolve logistics and customer service issues.
• Follow escalation protocols when needed.
• Maintain a proactive service model focused on prevention.
• Apply knowledge of return policies, exchanges, and warranties to assist customers.
• Demonstrate understanding of delivery logistics and routing.

Skills

Legally authorized to work in the US

18+ years old

Multichannel support experience

Excellent phone etiquette

Problem solving

Experience with chat, phone and email

Team player

CRM familiarity

Tools

CRM systems

Job description

• Pay or shift range: $16.89 USD to $16.90 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

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.

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.
• 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).
• 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.
• 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
• Thrive in a team environment

What’s In It for You

When you join us, you are eligible to participate in 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

Compensation

This position pays an hourly rate of $16.90- $16.90

Benefits

When you join our family, you are eligible to participate in our comprehensive benefits programs which includes Health, Dental, Vision, Life/Disability, Flexible Spending Accounts, 401(k), 80 hours paid vacation and 40 hours of California Paid Sick Leave.

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

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.