Customer Care Representative

ASHLEY; Fredericksburg (VA); On-site; USD 22,000 - 26,000; Full time

Benefits offered by this job

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

401k match

Short-term disability

Life insurance

Employee Assistance Program

Employee Purchase Discounts

Career development

Job summary

Ashley is seeking a Customer Care Call Center Associate at our Distribution Center in Fredericksburg, VA to support customers after delivery. You’ll handle a high volume of inbound calls, troubleshoot issues, and coordinate service solutions with internal teams to ensure customers feel heard and cared for.

Responsibilities include handling delays, damages, warranties, and coordinating repairs while maintaining accurate records and using multiple software tools.

Qualifications

• High school diploma or GED required.
• At least 1 year of customer service experience preferred.
• Call center, retail, furniture, delivery, warranty, or service experience is a plus.
• Strong computer skills and the ability to quickly learn new systems.
• Excellent verbal and written communication skills.

Responsibilities

• Answer inbound calls regarding post-delivery questions, concerns, and service needs.
• Identify issues and determine resolutions while following company policies.
• Handle conversations involving delivery delays, merchandise damage, warranties, repairs.
• De-escalate difficult conversations with professionalism and empathy.
• Create service technician work orders and/or purchase orders as needed.
• Coordinate repair or service solutions balancing customer expectations with policy.
• Process billing items and update the customer’s account history.
• Maintain accurate records of deliveries and pickups.
• Collaborate with other departments to resolve concerns efficiently.

Skills

Customer service

Communication skills

Multitasking

Computer skills

De-escalation

Education

High school diploma or GED

Job description

Job DetailsJob Location: Distribution Center - Fredericksburg, VA 22408Position Type: Full TimeEducation Level: High SchoolSalary Range: $16.00 - $19.00 HourlyTravel Percentage: NoneJob Shift: DayJob Category: Customer ServiceAt Ashley, taking care of our customers does not end when their furniture is delivered. Our Customer Care Call Center Associates are an essential part of creating a great customer experience long after the sale.

If you enjoy helping people, solving problems, staying organized, and turning challenging customer situations into positive experiences, this could be a great opportunity for you.

In this role, you’ll be the voice of our company for customers who need assistance after delivery. You’ll handle a high volume of inbound calls, troubleshoot issues, coordinate service solutions, and work closely with our internal teams to make sure our customers feel heard and taken care of.

What we offer:

• Paid Time Off (PTO)
• Medical, Dental, Vision benefits
• 401k -match up to 4%
• Short term disability, accidentally injury, and life insurance
• Employee Assistance Programs
• Employee Purchase Discounts
• Many opportunities for development and career advancement

What You’ll Do

• Answer inbound calls from customers regarding post-delivery questions, concerns, and service needs.
• Listen carefully to customers, identify the issue, and determine the best resolution while following company policies and procedures.
• Handle conversations involving delivery delays, merchandise damage, warranties, repairs, and other customer concerns.
• De-escalate difficult or high-intensity conversations using professionalism, empathy, and strong communication skills.
• Create service technician work orders and/or purchase orders based on information gathered during customer interactions.
• Coordinate appropriate repair or service solutions that balance customer expectations with company policies.
• Process items for billing based on daily pickups and deliveries and update the customer’s account history.
• Electronically file delivery and customer pickup receipts and maintain accurate records.
• Track delivery and pickup activity and assist with related reporting.
• Manage multiple customer tickets and tasks at the same time while maintaining accuracy and attention to detail.
• Work closely with other departments to help resolve customer concerns efficiently.

What Makes Someone Successful in This Role?

• Provide excellent customer service and maintain a professional phone presence.
• Can confidently handle a high volume of calls in a fast-paced environment.
• Know how to remain calm and professional when speaking with upset customers.
• Are an excellent communicator with strong listening and de-escalation skills.
• Can multitask and manage multiple customer issues or tickets at once.
• Are comfortable learning new computer systems and navigating multiple software applications.
• Have strong administrative skills and exceptional attention to detail.
• Take ownership of problems and work toward practical solutions.
• Can work independently while also collaborating effectively with a team.

Qualifications

• High school diploma, GED, or equivalent combination of education and experience.
• At least 1 year of customer service experience preferred.
• Call center, retail, furniture, delivery, warranty, or service experience is a plus.
• Strong computer skills and the ability to quickly learn new systems.
• Excellent verbal and written communication skills.

Why This Role Matters

Our Customer Care team plays a critical role in protecting the customer relationship after the sale. Every call is an opportunity to turn a frustrating situation into a positive experience.

You’ll have the opportunity to work in a fast-paced environment where your communication, problem-solving, and customer service skills directly impact customer satisfaction.

A Note About the Role

This description is intended to provide an overview of the position and is not an all-inclusive list of duties or responsibilities. Responsibilities may evolve as our business, systems, and customer needs change. Our goal remains the same: to provide an exceptional experience for every customer, every time.