Customer Success Lead

Ultipro; Romeoville (IL); Vor Ort; USD 32.000 - 33.000; Vollzeit

Benefits dieser Stelle

Health, dental, and vision benefits

Employee discount

401(k)

Paid Time Off

Zusammenfassung

Ashley Furniture is seeking a Local Customer Success Lead to guide agents in daily work, answer process questions, and support delivery-related activities. You will coordinate with RFC, store, delivery, and Customer Success partners to resolve issues and ensure high customer satisfaction.

The role requires strong judgment, customer recovery skills, operational urgency, and ownership of customer-impacting work in a fast-paced environment.

Qualifikationen

• Legally authorized to work in the US.
• At least 18 years old.
• 1-2 years experience in fast-paced environments.
• Strong attention to detail.

Aufgaben

• Professionally engage with customers in escalated situations, troubleshooting and resolving complex issues including defective products, incorrect shipments, and customer concerns.
• Collaborate cross-functionally with Regional Managers, store personnel, warehouse staff, and other stakeholders to achieve timely and effective resolutions.
• Maintain clear, accurate documentation of all customer interactions to ensure seamless handoffs between representatives. Follow path-to-resolution guidelines to gather complete information and determine effective solutions. Conduct follow-up to verify resolution and customer satisfaction
• Coach and support Customer Experience Representatives through escalated issues, providing training via team meetings, small groups, and one-on-one sessions to develop skills and empower decision-making
• Handle customer delivery concerns such as rescheduled delivery, late delivery, delivery damage, etc., and collaborate withappropriate personnelto providetimelyand satisfactory resolution.
• Follow established path-to-resolution guidelines to gather comprehensive information, determine effective solutions, and conduct follow-up to ensure customer satisfaction
• Accurately enter and adjust sales orders, part orders, credit memos, exchanges, and service appointments to ensure resolution and customer retention
• Partner with third‑party vendors (protection plans, tech support, delivery companies) to ensure adherence to Ashley's standards and exceptional customer service
• Partner with departmental managers to identify improvements, implement solutions, and coordinate integrated customer service activities
• Demonstrate the Company’s Core and Growth Values in the performance of all job functions.
• Actively participate in departmental meetings, training and education. Assist with training other employees and providing backup.
• Complete other assignments and special projects as requested.

Kenntnisse

Customer service

Bilingual

Problem-solving

Communication skills

Documentation management

Tools

Microsoft Office Suite

Jobbeschreibung

• Pay or shift range: $23.34 USD to $23.35 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

The Local Customer Success (LCS) Lead is a frontline operational leader who guides agents in their daily work, answers process and approval questions, and supports consistent execution across LCS day-of-delivery activities. The role provides real-time support for VIP deliveries, same-day and next-day saves, store support, proactive communication, customer and driver chats, case work, and escalations. The LCS Lead coaches’ agents using approved SOPs, verifies documentation and follow‑up, coordinate with RFC, store, delivery, Road Support, and Customer Success partners, and elevates blocked or high‑risk issues to the Supervisor. Success requires sound judgment, strong customer recovery skills, operational urgency, and disciplined ownership of customer‑impacting work.

WhatYou’llDo

• This section describes the primary /essential responsibilities that this job performs.
• Professionally engage with customers in escalated situations, troubleshooting and resolving complex issues including defective products, incorrect shipments, and customer concerns.
• Collaborate cross‑functionally with Regional Managers, store personnel, warehouse staff, and other stakeholders to achieve timely and effective resolutions
• Maintain clear, accurate documentation of all customer interactions to ensure seamless handoffs between representatives. Follow path‑to‑resolution guidelines to gather complete information and determine effective solutions. Conduct follow‑up to verify resolution and customer satisfaction
• Coach and support Customer Experience Representatives through escalated issues, providing training via team meetings, small groups, and one‑on‑one sessions to develop skills and empower decision‑making
• Handle customer delivery concerns such as rescheduled delivery, late delivery, delivery damage, etc., and collaborate withappropriate personnelto providetimelyand satisfactory resolution.
• Follow established path‑to‑resolution guidelines to gather comprehensive information, determine effective solutions, and conduct follow‑up to ensure customer satisfaction
• Accurately enter and adjust sales orders, part orders, credit memos, exchanges, and service appointments to ensure resolution and customer retention
• Partner with third‑party vendors (protection plans, tech support, delivery companies) to ensure adherence to Ashley's standards and exceptional customer service
• Partner with departmental managers to identify improvements, implement solutions, and coordinate integrated customer service activities
• Demonstrate the Company’s Core and Growth Values in the performance of all job functions.
• Actively participate in departmental meetings, training and education. Assist with training other employees and providing backup.
• Complete other assignments and special projects as requested.

What You Bring

• Legally authorized to work in the US
• Atleast 18 years old
• 1-2years' experiencein fast-paced environments, bilingual preferred
• Strong attention to detail
• Excellent verbal and written communication skills
• Excellent interpersonal skills
• Effective time management and organizational skills
• Work independently as well as in a team environment
• Document management system
• Analytical and problem-solving skills
• Maintain confidentiality
• Working knowledge of Continuous Improvement
• Handle multiple projects simultaneously within established time constraints
• Proficient computer skills, including experience with Microsoft Office Suite, and internet
• Perform under strong demands in a fast-paced environment
• Work professionally with customers and co‑workers to efficiently serve our customers, treating both with enthusiasm and respect
• Display empathy, understanding and patience with employees and external customers
• Respond professionally in situations with difficult employee/vendor/customer issues or inquiries

What’s In It for You

When you join us, you are eligible to participate in 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 $23.35 - $23.35.

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 to participate in 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 leave in accordance withapplicable legal requirements.

Ashley values its diversity and is proud to be an equal opportunity employer.All employment decisions are made on the basis of an individual’s skills, qualifications, merit, and business needs.

To learn more about Ashley Furniture, our community engagement programs, environmental stewardship, and our core values, please visit our Corporate Social Responsibility information page:Corporate Social Responsibility

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.