Delivery Recovery & VIP Support Specialist

Default Brand; Romeoville (IL); Presencial; USD 22 000 - 25 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Extended health benefits

Dental benefits

Vision insurance

Life/Disability Insurance

401K

Resumo da oferta

Ashley Furniture is seeking a Local Customer Care Agent to support delivery recovery and proactive customer communication across Fulfillment Centers. You will manage hot deliveries, VIP processes, and multi-channel interactions, ensuring timely, empathetic resolution for high-priority orders.

You will navigate multiple systems, apply return policies, and collaborate with store operations to maintain exceptional service throughout the delivery and recovery journey.

Qualificações

• 1–2 years of experience in fast-paced environments.
• Bilingual preferred (English and another language).
• Excellent phone etiquette and customer-focused mindset.
• Strong problem-solving and attention to detail.
• Experience with chat, phone and email support; proficient in CRM and office software.

Responsabilidades

• Handle hot delivery recoveries and address immediate challenges on the delivery route.
• Monitor recoveries in real time to ensure timely resolution.
• Coordinate with Regional Fulfillment Centers for same-day/next-day recovery deliveries.
• Track recovery requests across RFC systems and databases.
• Notify customers promptly of delays or issues and provide VIP service when needed.
• Coordinate with stores and RFC personnel to resolve escalated cases.
• Adhere to SOPs and document resolutions in systems.

Conhecimentos

Customer service

Bilingual

Phone etiquette

Problem solving

CRM systems

MS Office

Ferramentas

CRM systems

MS Office

Descrição da oferta de emprego

Ashley Furniture is seeking a Local Customer Care Agent to support delivery recovery and proactive customer communication across Fulfillment Centers. You will manage hot deliveries, VIP processes, and multi-channel interactions, ensuring timely, empathetic resolution for high-priority orders.

You will navigate multiple systems, apply return policies, and collaborate with store operations to maintain exceptional service throughout the delivery and recovery journey.