Customer Return Specialist, Retail Customer Care

For over 75 years, Ashley Furniture has been the largest home furnishings manufacturer, transforming homes worldwide. With our customer base continuously growing, we are expanding our reach by opening more stores to meet the increasing demand. Our dedication to quality, style, and affordability has solidified our reputation as a trusted and recognized brand worldwide. 

Summary

The Customer Experience and Returns Specialist is responsible for providing exceptional service to internal and external customers primarily via phone and email. This position collaborates closely with drivers, marketing specialists, credit, transportation, distribution, and other team members to ensure that customer return requests are resolved in the most professional manner. The Returns Specialist will negotiate with customers, marketing specialists and/or other departments as needed to resolve return issues in a matter that is satisfactory for the customer as well as the company, while keeping customer retention top of mind.

The Customer Experience and Returns Specialist will maintain prompt, efficient and accurate data entry to ensure customer satisfaction. This position will exhibit superior customer service by gaining a broad understanding of customer service philosophy. This position will provide support and assistance to internal and external customers and must have the ability to be initiative-taking and to be persuasive with customers, while keeping customer satisfaction as a guiding factor.

The Customer Experience and Returns Specialist must have the skills and ability to keep emotions under control to seamlessly move from one situation to the next.

Job Functions

· Customer Interaction: Professionally communicate with customers, especially in escalated situations. Troubleshoot and resolve issues related to defective products, incorrect orders, and customer perceptions to ensure satisfaction while keeping company goals in mind. Collaborate with Regional Managers, store personnel, warehouse personnel, and others to work toward resolution with the goal of customer retention for life.

· Documentation: Accurately document all customer interactions to ensure seamless service. Clear and concise documentation is essential for continuity when multiple representatives manage the same customer issue.

· Problem Resolution: Follow the path-to-resolution process and guidelines to gather all necessary information from customers. Determine the most effective method of resolution and follow up as needed to ensure customer satisfaction.

· Support and Guidance: Provide support to fellow Customer Experience Representatives by assisting with challenging customer situations and escalated issues to help develop their skills and confidence.

· Delivery Concerns: Handle customer delivery issues such as rescheduled or late deliveries and delivery damage. Collaborate with appropriate personnel to provide timely and satisfactory resolutions.

· Order Management: Adjust and/or enter customer sales orders, part orders, credit memos, exchanges, and service technician appointments in the system as needed to ensure proper resolution and customer satisfaction with the goal of customer retention for life.

· Vendor Collaboration: Work with third-party vendors and global teams, such as protection plan providers, tech support, and delivery companies, to seek assistance in providing excellent service to customers.

· Core Values: Demonstrate Ashley’s Core and Growth Values in all job functions.

· Process Improvement: Contribute to the overall improvement of customer experience by suggesting and implementing changes to processes that enhance service delivery.

· Standard Operating Procedures: Assist in the development, maintenance, and approval of departmental standard operating procedures.

Skills

· Education: High School Diploma or equivalent, Required.

· Experience: 3-years’ experience in an office environment in Customer Service, Collections, Account Management, or related area, Required

· Effective communication and people skills.

· The ability to manage demanding situations with professionalism and empathy.

· Excellent problem-solving and negotiation skills.

· Proficiency in data entry and documentation.

· Knowledge of product and vendor warranties.

· Ability to collaborate with various teams and departments.

· Proficient computer skills, including experience with Microsoft Office Suite and Internet

· Working knowledge of Continuous Improvement

· Professional telephone etiquette

· Manage multiple projects simultaneously within established time constraints.

· Work independently as well as in a team environment.

· Display empathy, understanding and patience with employees and external customers.

· Ability to remain calm in escalated situations.

· Maintain a positive and professional attitude.

· Effective time management and organizational skills

· Analytical and critical thinking skills.

· Maintain confidentiality.

· Perform under strong demands in a demanding environment.

· Respond professionally to situations with difficult customer issues or inquiries.

· Ability to read and understand Terms and Conditions

Benefits

When you join us, you are eligible to participate in our comprehensive benefits programs, which include:

· Health, dental benefits, and vision insurance

· Employee Discount from 10% - 30%

· Life/Disability Insurance

· Flex Spending Account

· 401K

· Paid Time Off & Holidays

· Paid Training

· Paid Birthday

· Weekly Pay

Learn more about who we are and the causes we support here.  

Apply now and find your home at Ashley!