VIP Delivery Care & Recovery Specialist

Default Brand; Lubbock (TX); On-site; USD 22,000 - 26,000; Full time

Benefits offered by this job

Extended health, dental, and vision

Employee discount

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 cross-functional coordination to ensure proactive customer service throughout the delivery and recovery journey.

The role requires strong problem-solving skills, excellent phone etiquette, and the ability to work in a fast-paced environment with a customer-focused mindset.

Qualifications

• 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 mindset.
• Strong problem-solving skills and attention to detail.

Responsibilities

• Handle hot delivery recoveries by identifying and addressing challenges on the delivery route.
• Monitor active recoveries in real time to ensure timely resolution of delays or issues.
• Resolve delivery issues before escalation with proactive solutions.
• Coordinate with RFCs to arrange same-day/next-day recovery deliveries.
• Track recovery requests across RFC systems and document resolutions.
• 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 on escalated cases.

Skills

Customer service

Multichannel support

CRM systems

Phone etiquette

Problem-solving

Tools

Microsoft Office

CRM platforms

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 cross-functional coordination to ensure proactive customer service throughout the delivery and recovery journey.

The role requires strong problem-solving skills, excellent phone etiquette, and the ability to work in a fast-paced environment with a customer-focused mindset.