Customer Experience Professional

Boston FAM; Marinette (WI); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Employee Stock Ownership Plan (ESOP)

Paid-Time Off

Birthday off with pay

Educational Reimbursement

401K retirement plan with companymatch

Health, Life, Dental, and Vision

Long, short term disability

Wellness Program

Community activities

Job summary

BostonFAM is seeking a Customer Experience Professional in Marinette, WI to provide exceptional service, coordinate appointments, deliveries, and maintain accurate customer records. You will support daily operations and collaborate with CX leadership to ensure a smooth customer journey.

The role entails training in Green Bay prior to Marinette Grand Opening, with a Friday–Tuesday schedule (10am–8pm) and opportunities for growth under an ESOP and comprehensive benefits package.

Qualifications

• High school diploma required; additional degrees or certifications are a plus.
• 1–3 years of experience in customer service, product service, logistics coordination, or related field.
• Strong communication, problem-solving, multitasking, and organizational skills.

Responsibilities

• Answer customer calls and help with questions, concerns, and service needs.
• Coordinate appointments, deliveries, and customer requests.
• Proactively reach out to customers to confirm appointments and details.
• Keep customer information up to date in our systems.
• Help resolve customer concerns and escalation issues.
• Assist with daily cash balancing, audits, and other location-specific tasks.
• Work closely with Sales, Operations, Delivery, and Service teams.
• Participate in team meetings, training, and ongoing development.
• Look for ways to improve the customer experience and share ideas.

Skills

Customer service

Communication

CRM systems

Scheduling tools

Problem-solving

Organizational skills

Education

High school diploma

Tools

CRM software

Scheduling tools

Job description

• Base Pay $18.00 / Hour
• Employee Type Non-Exempt

Description

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 by 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 provides exceptional customer service while supporting daily operational needs. This position assists customers with inquiries, coordinates appointments, deliveries, and service needs, maintains accurate customer records, and completes location-specific tasks. Working closely with the Customer Experience Manager and other teams, this role helps resolve customer concerns, ensure clear communication, and create a smooth and positive customer experience.

This position may require training in Green Bay until the Grand Opening of the Marinette location.

Schedule - Friday to Tuesday (10am to 8pm availability)

What you will be doing each day:

• Answer customer calls and help with questions, concerns, and service needs.
• Coordinate appointments, deliveries, and customer requests.
• Proactively reach out to customers to confirm appointments, deliveries, and service details.
• Keep customer information and interactions accurate and up to date in our systems.
• Help resolve customer concerns and escalation issues when additional support is needed.
• Assist with daily cash balancing, audits, and other location-specific tasks.
• Work closely with Sales, Operations, Delivery, and Service teams to keep things running smoothly.
• Participate in team meetings, training, and ongoing development.
• Look for ways to improve the customer experience and share ideas with the team.

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 Friday through Tuesday.
• Training at the Green Bay store location until the Marinette store opens.
• 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