Delivery Recovery & VIP Support Specialist

Default Brand; Houston (TX); On-site; USD 51,577,000 - 68,770,000; 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 customer communication across Fulfillment Centers. You will manage hot deliveries, VIP processes, and multi-channel support to ensure timely resolutions and high-quality service throughout the delivery and recovery journey.

The role requires strong problem-solving, excellent communication, and the ability to coordinate with RFCs and store teams while maintaining SOPs and customer-centric service at all times.

Qualifications

• 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 customer-focused mindset.
• Strong problem-solving skills and attention to detail in fast-paced settings.
• Experience with chat, phone and email support; proficient in computer systems including Microsoft Office and CRM.
• 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 resolve delays or product issues.
• Resolve delivery issues proactively to prevent escalation.
• Coordinate with Regional Fulfillment Centers for same-day/next-day recovery deliveries.
• Track recovery requests across RFC-specific systems and databases.
• Notify customers promptly about issues or delays discovered during load-out or routing.
• Provide elevated white-glove service for VIP customers and high-priority orders.
• Escalation management with empathy and professionalism to drive quick resolutions.
• Collaborate with Store Operations and RFC personnel on escalated cases.
• Document VIP processes with adherence to SOPs.
• Deliver multi-channel support across driver chat, customer chat, and voice channels.
• Problem-solve in real time and make independent decisions to resolve challenges.
• Adhere to response time windows and manage timely recoveries.

Skills

Customer Service

Multichannel Support

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 multi-channel support to ensure timely resolutions and high-quality service throughout the delivery and recovery journey.

The role requires strong problem-solving, excellent communication, and the ability to coordinate with RFCs and store teams while maintaining SOPs and customer-centric service at all times.