Delivery Recovery and Customer Care Specialist

Default Brand; El Paso (TX); On-site; USD 22,000 - 26,000; Full time

Benefits offered by this job

Health benefits

Employee discount 10-30%

Life/Disability Insurance

401K

Job summary

Ashley Furniture is seeking a Local Customer Care Agent to support delivery recovery and customer communication across Fulfillment Centers. You will manage hot deliveries, VIP processes, and proactive updates to customers, retail stores, and RFC personnel.

You will handle multi-channel support, resolve issues promptly, and document resolutions while following SOPs. Excellent communication, problem-solving, and teamwork are essential for success in this role.

Qualifications

• Must be legally authorized to work in the US.
• Minimum 18 years old.
• 1–2 years of experience in fast-paced environments; bilingual preferred.
• Excellent phone etiquette with a patient, professional mindset.
• Strong problem-solving and attention to detail in a fast-paced setting.
• Experience with chat, phone and email support using computer systems and CRM tools.

Responsibilities

• Serve as the primary contact for hot deliveries and customer recovery.
• Monitor and coordinate delivery recoveries across RFCs for same-day/next-day service.
• Provide VIP, white-glove service for high-priority orders and escalate issues with empathy.
• Communicate delivery issues to customers and store teams; document resolutions.
• Navigate systems (Package AI, Storis, Salesforce) to track orders and manage SOPs.
• Support multi-channel communications across driver, customer chat, and voice channels.
• Partner with stores and RFCs to resolve escalated cases and meet response times.

Skills

Phone etiquette

Bilingual preferred

Fast-paced environment

Problem solving

Team player

CRM systems

Microsoft Office

Tools

CRM systems

Microsoft Office

Job description

Ashley Furniture is seeking a Local Customer Care Agent to support delivery recovery and customer communication across Fulfillment Centers. You will manage hot deliveries, VIP processes, and proactive updates to customers, retail stores, and RFC personnel.

You will handle multi-channel support, resolve issues promptly, and document resolutions while following SOPs. Excellent communication, problem-solving, and teamwork are essential for success in this role.