Local Customer Success Lead: Escalations & Coaching

Ashley Furniture Industries; Atlanta (GA); On-site; USD 55,000 - 90,000; Full time

Benefits offered by this job

Extended health, dental benefits

Employee Discount 10-30%

Life/Disability Insurance

Flex Spending Account

401K

Paid Time Off

Job summary

Ashley Furniture Industries is seeking a Local Customer Success Lead to guide agents, answer questions, and support daily LCS activities for VIP deliveries and same-day/next-day saves. You will coach staff, verify documentation, and collaborate with RFC, store, and delivery teams to ensure customer satisfaction.

Ideal candidates have 1–2 years in fast-paced settings, strong communication, and a bias for process improvement.

Qualifications

• 1–2 years' experience in fast-paced environments; bilingual preferred.
• Proficient in documentation and case management.
• Able to work independently and as part of a team.

Responsibilities

• Professionally engage with customers in escalated situations, troubleshooting and resolving complex issues including defective products, incorrect shipments, and customer concerns.
• Collaborate cross-functionally with Regional Managers, store personnel, warehouse staff, and other stakeholders to achieve timely and effective resolutions.
• Maintain clear, accurate documentation of all customer interactions and ensure seamless handoffs between representatives.
• Coach and support Customer Experience Representatives through escalated issues and training sessions.
• Handle customer delivery concerns and coordinate with delivery teams for timely resolution.

Skills

Attention to detail

Verbal communication

Written communication

Time management

Team collaboration

Problem solving

Confidentiality

Continuous Improvement

Tools

Microsoft Office Suite

Job description

Ashley Furniture Industries is seeking a Local Customer Success Lead to guide agents, answer questions, and support daily LCS activities for VIP deliveries and same-day/next-day saves. You will coach staff, verify documentation, and collaborate with RFC, store, and delivery teams to ensure customer satisfaction.

Ideal candidates have 1–2 years in fast-paced settings, strong communication, and a bias for process improvement.