Customer Experience Specialist

Location 2917 Business Park Drive,Stevens Point, WI, 54482,United States Base Pay $18.00 / Hour Employee Type Non-Exempt Description ***Hiring Event August 6th from 9am until 3pm*** Who we are: Boston Inc dba Furniture & Appliance Mart/Ashley is an Employee-Owned furniture retail company with a fantastic culture of personal development. We like to say we are a personal development company that happens to sell furniture, appliances, and mattresses. Our Customer WHY is "improving the quality of people’s lives be creating amazing rooms together". Put Employee- Owner WHY is "improving the quality of our owners lives through personal development and supporting our dreams and goals". Schedule: Full time position with rotating weekends About The Role: As a Customer Experience Specialist, you will play a key role in ensuring customer orders are completed accurately and efficiently across Wisconsin, Illinois and Upper Michigan while serving as a trusted point of communication for customers, technicians, and internal teams. Monday through Friday with occasional weekends as needed. Your responsibilities will include: Represent the company through clear, professional, and effective customer communication. Provide administrative support for customer orders created by Sales and Operations teams. Support road technicians by coordinating information, documentation, and service needs. Understand, interpret, and clearly communicate warranty coverage and processes to customers and internal partners. What you will be doing each day: Build rapport with customers and delivery drivers through phone and internal messaging systems. Operate AI-powered logistics and order management software. Support the end-to-end order fulfillment process across the enterprise. Provide real-time support and timely resolution for customer and delivery-related issues. Facilitate cross-department communication to drive efficient customer resolutions. Manage high volumes of inbound and outbound calls while maintaining professionalism and accuracy. Remain focused, prioritize effectively, and adapt quickly during service disruptions. Accurately document customer interactions, invoices, and transaction records. Ensure appropriate updates and follow-up actions are completed to fully resolve customer concerns. Maintain careful attention to detail and thoroughness in completing tasks. Use computer systems to enter, update, and process information accurately. Represent the organization professionally when communicating with customers, partners, and external contacts. The responsibilities outlined in this position description are a guideline for the general duties of the position and are not exhaustive of all duties inherent in the job We are looking for individuals with: Preferred but not required; 1-2 years retail experience and/or customer service experience Ability and the willingness to work over the phone. Ability and the willingness to work retail hours, including evenings, weekends, and some holidays. Strong organizational and data entry skills Spanish-speaking candidates strongly encouraged to apply What we offer: Personal and Professional Development opportunities Employee Stock Ownership Plan (ESOP) Paid-Time Off Birthday off with pay Educational Reimbursement 401K retirement plan with company match Health, Life, Dental, and Vision Insurance Long, short term disability insurance Health and Wellness Program Fun company activities - involvement in the community! BostonFAM is an Equal Opportunity Employer #J-18808-Ljbffr