Customer Success Lead: Drive Escalations & VIP Deliveries

Default Brand; Romeoville (IL); On-site; USD 32,000 - 33,000; Full time

Benefits offered by this job

Health, dental, and vision benefits

Employee discount

401(k)

Paid Time Off

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Skills

Customer service

Bilingual

Problem-solving

Communication skills

Documentation management

Tools

Microsoft Office Suite

Job description

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.