Customer Success Lead — Frontline Ops & Escalations

Ashley Furniture Industries, LLC; Romeoville (IL); On-site; USD 32,000 - 39,000; Full time

Benefits offered by this job

Health insurance

401K

Paid Time Off

Employee Discount

Job summary

Ashley Furniture Industries, LLC is seeking a Local Customer Success Lead in Illinois to guide agents, resolve escalated customer issues, and coordinate with stores, RFC, and delivery teams. The role emphasizes real-time support for VIP deliveries and proactive communication to ensure customer satisfaction.

The ideal candidate brings 1–2 years in fast-paced environments, strong communication, problem-solving abilities, and a customer-centric mindset.

Qualifications

• Legally authorized to work in the US.
• 1–2 years' experience in fast-paced environments; bilingual preferred.
• Strong attention to detail; excellent communication and interpersonal skills.
• Capable of working independently as well as in a team; proficient with document management and MS Office.

Responsibilities

• Professionally engage with customers in escalated situations and resolve complex issues.
• Collaborate cross-functionally with Regional Managers, store personnel, warehouse staff, and stakeholders to achieve resolutions.
• Maintain clear documentation of all customer interactions and follow-up for satisfaction.
• Coach and support Customer Experience Representatives on escalated issues; provide training.
• Handle delivery concerns and coordinate with relevant teams for timely resolutions.
• Enter and adjust orders and service appointments to ensure customer retention.

Skills

Legal work status

Bilingual

Attention to detail

Verbal & written communication

Interpersonal skills

Time management

Independent & team work

Document management

Problem solving

Continuous improvement

Tools

MS Office

Job description

Ashley Furniture Industries, LLC is seeking a Local Customer Success Lead in Illinois to guide agents, resolve escalated customer issues, and coordinate with stores, RFC, and delivery teams. The role emphasizes real-time support for VIP deliveries and proactive communication to ensure customer satisfaction.

The ideal candidate brings 1–2 years in fast-paced environments, strong communication, problem-solving abilities, and a customer-centric mindset.