Delivery Recovery Specialist – VIP & Multi-Channel

Default Brand; Phoenix (AZ); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Extended health, dental, and vision

Employee Discount 10%-30%

Life/Disability Insurance

Flex Spending Account

401K

Paid Time Off

Job summary

Ashley Furniture is seeking a Local Customer Care Agent to support delivery recovery and multi-channel customer communications across our Fulfillment Centers. You will manage VIP deliveries, inspect products, and provide proactive updates to customers to manage expectations.

Responsibilities include handling hot recoveries, coordinating with RFCs, tracking cases in systems like Salesforce, and delivering white-glove service while adhering to SOPs. Some travel or on-site presence may be required.

Qualifications

• Legally authorized to work in the US.
• At least 18 years old.
• 1-2 years' experience in fast-paced environments, bilingual preferred.
• Excellent phone etiquette with a customer-focused mindset.
• Experience with chat, phone and email support; including proficiency in computer systems and CRM.

Responsibilities

• Handle hot delivery recoveries by identifying and addressing immediate challenges on the delivery route.
• Monitor active recoveries in real-time to ensure timely resolution of delays or product issues.
• Coordinate with Regional Fulfillment Centers (RFCs) to arrange same-day and next-day recovery deliveries.
• Track recovery requests across RFC-specific systems and databases.
• Provide elevated, white-glove service for VIP customers and high-priority orders.
• Document VIP processes accurately while maintaining SOPs and updating customers.

Job description

Ashley Furniture is seeking a Local Customer Care Agent to support delivery recovery and multi-channel customer communications across our Fulfillment Centers. You will manage VIP deliveries, inspect products, and provide proactive updates to customers to manage expectations.

Responsibilities include handling hot recoveries, coordinating with RFCs, tracking cases in systems like Salesforce, and delivering white-glove service while adhering to SOPs. Some travel or on-site presence may be required.