Customer Success Lead - VIP Delivery & Escalations

Default Brand; Salt Lake City (UT); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Employee discount

Life/Disability Insurance

Flex Spending Account

401K

Paid Time Off

Job summary

Ashley Furniture is seeking a Local Customer Success Lead to guide agents, address escalated delivery issues, and coordinate cross-functionally with stores, RFC, delivery, and other partners. This role emphasizes real-time problem solving, thorough documentation, and proactive customer recovery.

The position requires strong communication, detail orientation, and the ability to manage multiple priorities 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; 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.

Responsibilities

• Engage with customers in escalated situations, troubleshooting and resolving complex issues.
• Collaborate with Regional Managers, store personnel, warehouse staff, and other stakeholders to resolve issues promptly.
• Maintain clear documentation of all customer interactions and follow-up to ensure customer satisfaction.
• Coach and support Customer Experience Representatives through escalated issues and training sessions.
• Manage delivery concerns and coordinate with third-party vendors to ensure timely resolutions.
• Enter and adjust orders and service appointments to ensure resolution and retention.

Skills

Customer service

Escalation management

Communication skills

Problem solving

Organizational skills

Time management

Team collaboration

Tools

Microsoft Office Suite

Document management system

Job description

Ashley Furniture is seeking a Local Customer Success Lead to guide agents, address escalated delivery issues, and coordinate cross-functionally with stores, RFC, delivery, and other partners. This role emphasizes real-time problem solving, thorough documentation, and proactive customer recovery.

The position requires strong communication, detail orientation, and the ability to manage multiple priorities in a fast-paced environment.