VIP Delivery Care Specialist

Default Brand; Memphis (TN); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Health benefits

Employee discounts

Life/Disability insurance

Flexible Spending Account

401K

Paid time off

Job summary

Ashley Furniture seeks a Local Customer Care Agent to support delivery recovery and customer communication across Fulfillment Centers. Responsibilities include VIP process handling, multi-channel support, and cross-functional coordination with RFCs and store operations.

The role emphasizes timely issue resolution, proactive communication, and maintaining world-class service standards for a diverse customer base.

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 with a customer-focused mindset.
• Strong problem-solving and attention to detail in a fast-paced setting.
• Experience with chat, phone and email support; proficient in computer systems and CRM.

Responsibilities

• 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 white-glove service for VIP customers and high-priority orders.
• Coordinate with Store Operations and RFC personnel to align on solutions for escalated cases.
• Navigate multiple systems (Package AI, Storis, Salesforce) to track orders and document resolutions.
• Document VIP processes per SOPs and maintain proactive customer communication across channels.
• Deliver multi-channel support across driver chat, customer chat, and voice channels.
• Own each customer issue from start to finish with strong follow-through.

Skills

Customer service

Communication

Problem-solving

Team player

Bilingual (preferred)

Tools

Microsoft Office

CRM systems

Job description

Ashley Furniture seeks a Local Customer Care Agent to support delivery recovery and customer communication across Fulfillment Centers. Responsibilities include VIP process handling, multi-channel support, and cross-functional coordination with RFCs and store operations.

The role emphasizes timely issue resolution, proactive communication, and maintaining world-class service standards for a diverse customer base.