Customer Care Representative

At Ashley, taking care of our customers does not end when their furniture is delivered. Our Customer Care Call Center Associates are an essential part of creating a great customer experience long after the sale.

If you enjoy helping people, solving problems, staying organized, and turning challenging customer situations into positive experiences, this could be a great opportunity for you.

In this role, you’ll be the voice of our company for customers who need assistance after delivery. You’ll handle a high volume of inbound calls, troubleshoot issues, coordinate service solutions, and work closely with our internal teams to make sure our customers feel heard and taken care of.

What we offer:

• Paid Time Off (PTO)
• Medical, Dental, Vision benefits
• 401k -match up to 4%
• Short term disability, accidentally injury, and life insurance
• Employee Assistance Programs
• Employee Purchase Discounts
• Many opportunities for development and career advancement

What You’ll Do

• Answer inbound calls from customers regarding post-delivery questions, concerns, and service needs.
• Listen carefully to customers, identify the issue, and determine the best resolution while following company policies and procedures.
• Handle conversations involving delivery delays, merchandise damage, warranties, repairs, and other customer concerns.
• De-escalate difficult or high-intensity conversations using professionalism, empathy, and strong communication skills.
• Create service technician work orders and/or purchase orders based on information gathered during customer interactions.
• Coordinate appropriate repair or service solutions that balance customer expectations with company policies.
• Process items for billing based on daily pickups and deliveries and update the customer’s account history.
• Electronically file delivery and customer pickup receipts and maintain accurate records.
• Track delivery and pickup activity and assist with related reporting.
• Manage multiple customer tickets and tasks at the same time while maintaining accuracy and attention to detail.
• Work closely with other departments to help resolve customer concerns efficiently.