Customer Care Agent

Default Brand; Romeoville (IL); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Extended health benefits

Dental benefits

Vision insurance

Life/Disability Insurance

401K

Job summary

Ashley Furniture is seeking a Local Customer Care Agent to support delivery recovery and proactive customer communication across Fulfillment Centers. You will manage hot deliveries, VIP processes, and multi-channel interactions, ensuring timely, empathetic resolution for high-priority orders.

You will navigate multiple systems, apply return policies, and collaborate with store operations to maintain exceptional service throughout the delivery and recovery journey.

Qualifications

• 1–2 years of experience in fast-paced environments.
• Bilingual preferred (English and another language).
• Excellent phone etiquette and customer-focused mindset.
• Strong problem-solving and attention to detail.
• Experience with chat, phone and email support; proficient in CRM and office software.

Responsibilities

• Handle hot delivery recoveries and address immediate challenges on the delivery route.
• Monitor recoveries in real time to ensure timely resolution.
• Coordinate with Regional Fulfillment Centers for same-day/next-day recovery deliveries.
• Track recovery requests across RFC systems and databases.
• Notify customers promptly of delays or issues and provide VIP service when needed.
• Coordinate with stores and RFC personnel to resolve escalated cases.
• Adhere to SOPs and document resolutions in systems.

Skills

Customer service

Bilingual

Phone etiquette

Problem solving

CRM systems

MS Office

Tools

CRM systems

MS Office

Job description

• Pay or shift range: $16.49 USD to $16.50 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.

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.

What You’ll Do

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 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

Compensation

• Hourly base pay is $16.50- $16.50.

In addition to the base hourly rate, hourly shift differential pay is

• $0.40 for working a 10 a.m. - 7 p.m. shift
• $1.00 for working a weekend shift
• $1.00 for bilingual associates.

Benefits

When you join our family, you are eligible toparticipatein our comprehensive benefits programs which include Health, Dental, Vision, Life/Disability, Flexible Spending Accounts and 401(k) to eligible Team Members. Depending on your hire date and any specific requirements of your work location, you may be eligible for up to80 hoursof PTO during the first calendar year of your employment, which includes paid sick leavein accordance withapplicable legal requirements.

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.

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.