Customer Care Agent

Purpose at Ashley Our Local Customer Care Agent is the operational backbone of our delivery ecosystem, supporting delivery recovery and customer communication across our Fulfillment Centers. These agents manage a demanding multi-channel workload that includes serving as the primary point of contact for all "hot" deliveries—any delivery that was not landed 100% and requires customer recovery. The team also manages our VIP process, which includes inspecting products and sending photos to customers to help manage expectations. Additionally, Customer Care Agents handle sending time frame communication, managing complex cases, communicating with customers regarding delivery complications at load out, supporting retail store teams, and maintaining proactive customer communication throughout the delivery and recovery journey. What You’ll Do Delivery Recovery & Issue Resolution Handle hot delivery recoveriesby identifying and addressing immediate challenges on the delivery route. Monitor active recoveries in real-timeto ensure timely resolution of delivery delays or product issues. Resolve delivery issues before customer escalationby proactively identifying potential problems and implementing solutions. Coordinate with Regional Fulfillment Centers (RFCs)to arrange same-day and next-day recovery deliveries. Track recovery requestsaccurately across various RFC-specific systems and databases. Notify customers promptlyof any delivery issues or delays discovered during the load-out or routing process. Provide elevated, white-glove servicefor VIP customers and complex, high-priority orders. Handle escalated delivery issueswith empathy, professionalism, and a focus on immediate resolution. Coordinate closely with Store Operations and RFC personnelto align on solutions for escalated cases. Process recovery requestsstrictly within established response time windows to minimize customer wait times. Navigate multiple systems simultaneously, including Package AI, Storis, and Salesforce, to track orders and document resolutions. Document VIP processesaccurately while maintaining strict adherence to Standard Operating Procedures (SOPs). Cross-Functional Operations & Multi-Channel Support Deliver multi-channel supportseamlessly across driver chat, customer chat, and voice channels. Perform real-time problem-solvingand make independent decisions to resolve logistical and customer service challenges. Execute escalation managementprotocols effectively when issues exceed standard resolution parameters. Maintain a proactive service modelfocused on issue prevention rather than just reaction. Apply comprehensive knowledgeof company return policies, exchange processes, and warranty claims to assist customers. Demonstrate a strong understandingof delivery logistics, routing, and recovery operations. Store & Customer Partnership Serve as the critical linkbetween retail stores and customers, ensuring unresolved issues are addressed with expert attention. Restore customer confidenceand provide world-class experiences, especially in situations where service gaps have occurred. Own every customer issue from start to finish, demonstrating an unwavering commitment to exceptional service and follow-through. Complete any additional tasksor special projects assigned by management to support operational goals. Complete anyadditionaltasksassigned by management. What You Bring Legally authorized to work in the US Atleast 18 years old 1-2years' experiencein fast-paced environments, bilingual preferred Excellent phone etiquette, while expressing patience and professionalism with a customer-focused mindset Strong problem-solving skills, attention to detail while working in a fast-paced environment Experience with chat, phone and email support; including proficient in computer systems and programs such as Microsoft office and CRM systems Thrive in a team environment What’s In It for You When you join us, you are eligible toparticipatein our comprehensive benefits programs, which include: Extended health, dental benefits, and vision insurance Employee Discount from 10% - 30% Life/Disability Insurance Flex Spending Account 401K Paid Time Off Compensation: Hourly base pay is $16.50- $16.50. In addition to the base hourly rate, hourly shift differential pay is: $0.40 for working a 10 a.m. – 7 p.m. shift $1.00 for working a weekend shift $1.00 for bilingual associates. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr