Retail Customer Care Lead

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 Care Lead will perform the daily functions of their specified area while providing guidance and support to Customer Care Representatives when they are faced with difficult or escalated customer situations. This position will involve much of the workday listening to customer concerns and troubleshooting to solve problems to ensure customer satisfaction while keeping the goals of the company in mind. This position will serve as a leader within his/her team and will set a positive example for Customer Care Representatives to follow.

The Customer Care Lead will maintain prompt, efficient and accurate data documentation to ensure customer and employee satisfaction. This position will exhibit superior customer service by having a profound knowledge of product and vendor warranties as well as a full understanding of customer service procedures within the company.

When needed, the Customer Care Lead will handle difficult customers and/or situations utilizing exceptional customer service, problem solving and negotiation skills to find the best possible resolution for the customer while keeping the needs of the business in mind. This position will need to use profound knowledge to determine when to enforce or override standard procedures.

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

Primary Job Functions

· Professionally communicate with customers, especially in escalated situations; troubleshoot, and resolve issues with defective products, incorrect product, customer perception, etc., to determine the most appropriate method of resolution to ensure customer satisfaction while keeping company goals in mind. Collaborate with a variety of people such as Regional Managers, store personnel, warehouse personnel and others to work toward the resolution.

· Accurately document all communication with the customer to ensure seamless service for the customer when multiple representatives are handling the situation. Documentation must be clear and concise so that any representative assisting the customer is able to pick up where the previous one left off. For all issues and concerns, follow path-to-resolution processes and guidelines to ensure all information possible is collected from the customer to determine the most timely and effective method of resolution. Follow up as needed to ensure proper resolution and customer satisfaction.

· Provide guidance, coaching and support to Customer Care Representatives, assisting them with challenging customer situations and escalated issues. Provide training and support in a variety of ways including team meetings, small groups or one-on-one to continually develop their skills, build their confidence and empower them to make decisions.

· Handle customer delivery concerns including rescheduled delivery, late delivery, delivery damage, and collaborate with appropriate personnel to provide timely and satisfactory resolution.

· For all issues and concerns, follow path-to-resolution processes and guidelines to ensure all information possible is received from the customer to determine the most timely and effective method of resolution. Follow up as needed to ensure proper resolution and customer satisfaction.

· Accurately adjust and/or enter customer sales orders, part orders, credit memos, exchanges, service technician appointments etc. in the system as needed to ensure proper resolution as well as customer satisfaction and retention.

· Collaborate with third party vendors such as protection plan, tech support and/or delivery companies as needed to seek assistance in providing excellent service to our customers.

· Demonstrate the Company’s Core and Growth Values in the performance of all job functions.

Skills

· High School Diploma or equivalent, Required.

· 3 years’ customer service experience, Required.

· Previous leadership skills are a bonus!

· Professional telephone etiquette

· Excellent oral and written communication skills

· Strong attention to detail

· Proficient computer skills, including experience with Microsoft Office Suite, internet,

· Manage multiple tasks and priorities simultaneously.

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!