Delivery Recovery & VIP Support Specialist

Default Brand; Las Vegas (NV); Vor Ort; USD 36.000 - 48.000; Vollzeit

Benefits dieser Stelle

Extended health, dental benefits

Vision insurance

Employee Discount 10-30%

Life/Disability Insurance

Flex Spending Account

401K

Paid Time Off

Zusammenfassung

Ashley Furniture in the United States is seeking a Local Customer Care Agent to support delivery recovery and multi-channel customer communications across our Fulfillment Centers.

You will manage hot deliveries, VIP cases, and coordinate with RFCs to arrange same-day and next-day recoveries, while maintaining proactive updates and strict SOP adherence.

This role requires patience, problem solving, and excellent phone etiquette to restore customer confidence and deliver world-class service.

Qualifikationen

• 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 approach.
• Strong problem-solving skills and attention to detail in a fast-paced setting.
• Experience with chat, phone and email support; familiarity with computer systems and CRM tools.

Aufgaben

• 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 issues.
• Resolve delivery issues before escalation by proactively identifying problems and solutions.
• Coordinate with RFCs to arrange same-day and next-day recovery deliveries.
• Track recovery requests across RFC-specific systems and databases.
• Notify customers promptly of any delivery issues or delays.
• 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.
• Document VIP processes while adhering to SOPs.

Kenntnisse

Phone etiquette

Multichannel support

CRM systems

Microsoft Office

Problem solving

Teamwork

Tools

CRM systems

Microsoft Office

Jobbeschreibung

Ashley Furniture in the United States is seeking a Local Customer Care Agent to support delivery recovery and multi-channel customer communications across our Fulfillment Centers.

You will manage hot deliveries, VIP cases, and coordinate with RFCs to arrange same-day and next-day recoveries, while maintaining proactive updates and strict SOP adherence.

This role requires patience, problem solving, and excellent phone etiquette to restore customer confidence and deliver world-class service.