Delivery Recovery Specialist — VIP & Multi-Channel Support

Default Brand; Warren (MI); On-site; USD 22,000 - 25,000; 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 Customer Care Agent to support delivery recovery and customer communication across Fulfillment Centers. You will manage hot deliveries, VIP processes, and cross-functional coordination to resolve issues promptly while maintaining proactive updates to customers.

The role emphasizes multi-channel support with driver chat, customer chat, and phone, requiring excellent communication, problem-solving, and teamwork in a fast-paced environment.

Qualifications

• Legally authorized to work in the US
• At least 18 years old
• 1-2 years of experience in fast-paced environments, bilingual preferred
• Excellent phone etiquette, patient and professional
• Strong problem-solving and attention to detail in a fast-paced setting
• Experience with chat, phone and email support; proficient in CRM systems and Microsoft Office
• Thrive in a team environment

Responsibilities

• Handle hot delivery recoveries and address immediate challenges on the delivery route.
• Monitor active recoveries in real time to ensure timely resolutions.
• Coordinate with RFCs to arrange same-day and next-day recoveries.
• Track recovery requests across RFC systems and notify customers of issues.
• Provide white-glove service for VIP customers and high-priority orders.
• Coordinate with Store Operations and RFC personnel to resolve escalated cases.
• Document VIP processes and ensure SOP adherence.
• Deliver multi-channel support across driver chat, customer chat, and phone.

Skills

Legally authorized to work in the US

18+ years old

1-2 years experience

Bilingual preferred

Excellent phone etiquette

Problem-solving mindset

Chat, phone and email support

CRM systems proficiency

Microsoft Office proficiency

Team player

Tools

CRM systems

Microsoft Office

Job description

Ashley Furniture is seeking a Customer Care Agent to support delivery recovery and customer communication across Fulfillment Centers. You will manage hot deliveries, VIP processes, and cross-functional coordination to resolve issues promptly while maintaining proactive updates to customers.

The role emphasizes multi-channel support with driver chat, customer chat, and phone, requiring excellent communication, problem-solving, and teamwork in a fast-paced environment.