Delivery Recovery & VIP Support Specialist

Default Brand; Indianapolis (IN); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Extended health, dental benefits, and

Employee Discount from 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’ll manage hot deliveries, VIP cases, and multi-channel interactions to ensure timely, proactive service.

Responsibilities include coordinating with RFCs, tracking recovery requests, and maintaining SOP adherence while delivering world-class customer experiences 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 and a customer-focused mindset.

Responsibilities

• Handle hot delivery recoveries by identifying and addressing immediate challenges on the delivery route.
• Monitor active recoveries in real-time to resolve 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.
• Notify customers promptly of delivery issues or delays discovered during load-out or routing.
• Provide elevated, white-glove service for VIP customers and high-priority orders.
• Coordinate with Store Operations and RFC personnel to align on solutions for escalated cases.
• Process recovery requests within established response time windows; document resolutions in systems.
• Deliver cross-channel support across driver chat, customer chat, and phone channels.

Skills

Phone etiquette

Problem solving

Team collaboration

Tools

Microsoft Office

CRM systems

Job description

Ashley Furniture is seeking a Customer Care Agent to support delivery recovery and customer communication across Fulfillment Centers. You’ll manage hot deliveries, VIP cases, and multi-channel interactions to ensure timely, proactive service.

Responsibilities include coordinating with RFCs, tracking recovery requests, and maintaining SOP adherence while delivering world-class customer experiences in a fast-paced environment.