Customer Success Lead — Frontline Coach & Escalations

Default Brand; Mesquite (TX); In loco; USD 60.000 - 95.000; Tempo pieno

Vantaggi offerti da questo lavoro

Extended health, dental benefits, and

Vision insurance

Employee Discount 10% - 30%

Life/Disability Insurance

Flex Spending Account

401K

Paid Time Off

Descrizione del lavoro

Ashley Furniture is seeking a Local Customer Success Lead to guide agents in daily work, answer process questions, and ensure consistent execution of LCS delivery activities. The role supports real-time VIP deliveries, same-day and next-day saves, and escalations while coaching teams to deliver high-quality service.

The Lead coordinates with RFC, store, delivery, Road Support, and Customer Success partners, using approved SOPs to ensure timely resolutions and customer satisfaction.

Competenze

• Legally authorized to work in the US.
• At least 18 years old.
• 1-2 years' experience in fast-paced environments.
• Strong attention to detail and accuracy.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills and empathy.
• Effective time management and organizational skills.
• Ability to work independently and in a team.
• Proficient computer skills including Microsoft Office.
• Ability to manage multiple tasks within deadlines.

Mansioni

• Professionally engage with customers in escalated situations and resolve complex issues.
• Collaborate cross-functionally with Regional Managers, store personnel, warehouse staff, and other stakeholders.
• Maintain clear, accurate documentation of all customer interactions and follow-up.
• Coach and support Customer Experience Representatives through escalated issues.
• Handle customer delivery concerns and coordinate timely resolutions with appropriate teams.
• Enter and adjust sales orders, part orders, credit memos, exchanges, and service appointments.
• Partner with third-party vendors to ensure adherence to standards and service quality.
• Identify improvements and participate in training and process enhancements.

Conoscenze

Customer service

Communication skills

Attention to detail

Time management

Problem-solving

Documentation

Confidentiality

Continuous Improvement

Teamwork

Descrizione del lavoro

Ashley Furniture is seeking a Local Customer Success Lead to guide agents in daily work, answer process questions, and ensure consistent execution of LCS delivery activities. The role supports real-time VIP deliveries, same-day and next-day saves, and escalations while coaching teams to deliver high-quality service.

The Lead coordinates with RFC, store, delivery, Road Support, and Customer Success partners, using approved SOPs to ensure timely resolutions and customer satisfaction.