Customer Experience Team Leader – Growth & Coaching

Ashley Furniture Industries, LLC; Atlanta (GA); On-site; USD 52,000 - 66,000; Full time

Benefits offered by this job

Health, Dental, Vision

Paid Time Off

Employee Discount on home furnishings

Professional Development

Tuition Assistance

401(k) and Profit Sharing

Life Insurance

Job summary

Ashley Furniture Industries, LLC is seeking a Customer Service Supervisor to oversee the Call Center Service team, driving exceptional service and performance aligned with Ashley’s goals.

The role provides leadership, coaching, and operational oversight, serving as a key escalation resource and promoting a customer-first culture across the department. This position is based in a climate-controlled office environment in a standard business setting.

Qualifications

• Minimum of 2 years of supervisory or team-lead experience in a call center or customer service environment.
• Excellent verbal and written communication skills.
• Proficiency with call center systems and CRM tools along with MS Office applications.

Responsibilities

• Supervise, motivate, and develop a team of Customer Service Representatives.
• Provide ongoing coaching related to inquiries, order management, issue resolution, and service excellence.
• Foster a positive, collaborative, and accountable work environment.
• Conduct regular one-on-one meetings to support employee development and performance.
• Monitor performance against goals and service metrics, including KPIs like call quality and customer satisfaction.
• Own escalation handling and partner with internal departments to resolve issues.

Skills

Leadership

Coaching

Communication

Problem-solving

Education

High School Diploma or GED

Associate's or Bachelor's degree preferred

Tools

CRM tools

Microsoft Office

Job description

Ashley Furniture Industries, LLC is seeking a Customer Service Supervisor to oversee the Call Center Service team, driving exceptional service and performance aligned with Ashley’s goals.

The role provides leadership, coaching, and operational oversight, serving as a key escalation resource and promoting a customer-first culture across the department. This position is based in a climate-controlled office environment in a standard business setting.