Customer Experience Professional

Jimmy Jazz; Madison (WI); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

ESOP

Paid Time Off

401K with company match

Health, Dental, Vision Insurance

Wellness program

Job summary

Boston Inc dba Furniture & Appliance Mart/Ashley is hiring a Customer Experience Professional in Madison, WI. The role coordinates customer services, delivery and installation scheduling, and acts as the liaison between customers and the company to ensure a seamless experience.

You'll work closely with internal teams to optimize interactions, handle inquiries, and resolve issues while upholding high service standards. This is an office-based role with an hourly base pay and benefits package.

Qualifications

• Must have strong communication and problem-solving abilities.
• Experience in customer service or logistics coordination preferred.
• Able to multitask and stay organized in a fast-paced environment.

Responsibilities

• Serve as the primary customer liaison, communicating timelines and follow-ups.
• Oversee delivery and installation coordination, managing changes for smooth execution.
• Resolve customer inquiries and elevate issues as needed.
• Maintain accurate records using CRM and scheduling tools.
• Collaborate with logistics, operations and sales to ensure accurate order processing.

Skills

Communication

Problem solving

Multitasking

Organizational skills

Education

High school diploma

Tools

CRM systems

Scheduling tools

Customer service software

Job description

• Location 2302 East Springs Drive,Madison, WI, 53704,United States
• Base Pay $18.00 / Hour
• Employee Type Non-Exempt

Who we are:

Boston Inc dba Furniture & Appliance Mart/Ashley is an Employee-Owned furniture retail company with a fantastic culture of personal development. We like to say we are a personal development company that happens to sell furniture, appliances, and mattresses. Our Customer WHY is “improving the quality of people’s lives be creating amazing rooms together”. Put Employee- Owner WHY is “improving the quality of our owners lives through personal development and supporting our dreams and goals”.

About The Role:

The Customer Experience Professional is responsible for coordinating the setup of customer services, ensuring the smooth execution of deliveries and installations, and acting as a liaison between the company and the customer. This role involves managing service scheduling, handling inquiries, and resolving issues to ensure a seamless customer experience. The professional works closely with internal teams to optimize customer interactions and enhance overall satisfaction, supporting the company's commitment to high-quality service.

What you will be doing each day:

• Serve as the primary customer liaison, communicating timelines, expectations, and follow-ups.
• Oversee day-of delivery and installation coordination, handling changes and ensuring smooth execution.
• Resolve customer inquiries and elevate issues when needed.
• Maintain accurate records using CRM and scheduling tools.
• Collaborate with logistics, operations, and sales to ensure accurate order processing and successful service delivery.
• Uphold company policies and proactively maintain high customer satisfaction.

Support Duties

• Assist with gathering and reporting customer feedback.
• Support service process improvements with CX leadership.
• Help identify frontline training needs based on recurring issues.

Participatory Duties

• Attend team meetings, briefings, and cross-functional discussions to support service alignment.
• Participate in ongoing training and development sessions.

What you should know:

• Scheduled to work Thursday through Monday.
• Working at both Madison East location.
• Pay is starting at $18 per hour

We are looking for individuals with:

• High school diploma required; additional degrees or certifications are a plus.
• 1–3 years of experience in customer service, product service, logistics coordination, or a related field.
• Strong communication, problem-solving, multitasking, and organizational skills.
• Proficiency with customer service software, CRM systems, and scheduling tools.
• Collaborative, team-oriented mindset with the ability to work across departments.
• Primarily office-based role with standard desk/computer work, occasional walking or standing, and limited travel for on-site coordination.

What we offer:

• Personal and Professional Development opportunities
• Employee Stock Ownership Plan (ESOP)
• Paid-Time Off
• Birthday off with pay
• Educational Reimbursement
• 401K retirement plan with company match
• Health, Life, Dental, and Vision Insurance
• Long, short term disability insurance
• Health and Wellness Program
• Fun company activities - involvement in the community!

BostonFAM is an Equal Opportunity Employer