Customer Solutions Specialist, Retail Customer Care

Customer Solutions Specialist

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 Corporate Solutions Specialist will serve as the vital link to significantly impact, enhance, and elevate the overall customer service experience. This role demands a high degree of ownership, with the expectation that the specialist understands and fully embraces the responsibility of addressing and resolving customer issues. The specialist will engage in collaboration with diverse teams across all Ashley companies, including remote teams worldwide, ensuring a unified approach to enhance our customer service standards.

As a pivotal member of our customer service team, the Customer Experience Corporate Solutions Specialist will extend support to both internal and external customers confronting challenges in various scenarios. Leveraging expertise in data analysis, problem-solving skills, and a thorough understanding of corporate policies, the specialist is expected to operate at an exceptional level to provide effective resolutions to customer concerns.

Additionally, the specialist will be expected to perform root cause analysis on multiple customer journeys. This involves working closely with teams across the organization not only to resolve immediate concerns but also to review and refine current policies and procedures that may contribute to a negative customer experience. Through these efforts, the specialist will play an active role in driving systemic improvements to enhance overall customer satisfaction.

Primary Job Functions

• Extreme Ownership: Exercise unwavering responsibility for identifying and resolving customer concerns, ensuring a customer-centric approach throughout the process.
• Collaboration: Foster robust partnerships with multiple teams across all Ashley companies and remote teams to efficiently resolve customer issues.
• Cross-Functional Collaboration: Collaborate with any necessary team to acquire resolutions for our customers, including teams in finance, inventory, quality, delivery, IT, and more. Engage in global cross-functional collaboration to ensure comprehensive solutions.
• Prompt Action: Take immediate action on escalated cases to ensure the most prompt and efficient resolution for our customers. Operate in a time-sensitive resolution department where decision speed and accuracy are imperative.
• Professional Communication: Maintain professional decorum while communicating with internal and external customers, including Ashley HomeStore staff, service staff, distribution center staff, dispatch, inventory, finance, accounting, etc., using various communication methods.
• Accurate Documentation: Document all communication accurately to ensure high-quality service for customers. Extreme ownership is key to de-escalating high-stress situations and reassuring customers that their concerns are being addressed properly. Documentation should be clear and concise to provide a comprehensive rundown of the situation at any time.
• Process Improvement: Identify and lead initiatives for process improvement to streamline customer service operations and enhance service delivery. Participate in reviewing and making recommendations to standard operating procedures to achieve uniformity across departments.
• Customer Journey Mapping: Develop and maintain detailed maps of customer journeys to identify touchpoints and potential areas for improvement.
• Training and Mentorship: Provide training and mentorship to other team members to propagate best practices and ensure consistent service quality.
• Feedback Loop: Establish and maintain feedback loops with other departments to ensure continuous improvement and alignment of customer service strategies.
• Core and Growth Values: Demonstrate the Company’s Core and Growth Values in the performance of all job functions.

Skills

• Education: High School Diploma or equivalent, Required.
• Experience: 3 years’ customer service experience, Required.
• Exceptional Oral and Written Communication Skills: Articulate ideas clearly and effectively in both spoken and written formats, ensuring comprehensive and understandable communication.
• Advanced Interpersonal Skills: Build and maintain strong, positive relationships with customers, colleagues, and stakeholders through proficient social interaction and empathy.
• Professional Telephone Etiquette: Conduct all telephone communications with utmost professionalism and courtesy, ensuring positive customer interactions.
• Meticulous Attention to Detail: Diligently focus on all aspects of tasks, ensuring accuracy and thoroughness in execution and documentation.
• Proficient Computer Skills: Demonstrated experience with Microsoft Office Suite, internet research, and other relevant software applications, ensuring effective use of technology.
• Strong Analytical and Problem-Solving Skills: Employ critical thinking and innovative solutions to analyze situations and resolve complex issues efficiently.
• Effective Multitasking Abilities: Manage multiple tasks and priorities simultaneously without compromising on quality or deadlines.
• Professional Customer and Co-Worker Interaction: Engage with customers and co-workers professionally and enthusiastically, respecting and valuing their contributions.
• Team Collaboration: Work collaboratively as part of a team to enhance methods and exceed established goals, fostering a cooperative and productive environment.
• Adaptability to Change: Quickly and efficiently adapt to new situations, processes, or policy changes while maintaining performance and attitude.
• Independent and Team Work Capability: Operate effectively both independently and within a team setting, demonstrating flexibility and collaboration skills.
• High-Stress Situations Management: Handle elevated and high-pressure situations calmly and efficiently, maintaining composure under stress.
• Empathy, Understanding, and Patience: Display empathy and patience while interacting with employees and external customers, providing compassionate and effective support.
• Effective Time Management and Organizational Skills: Prioritize tasks and manage time efficiently to maximize productivity and meet deadlines.
• Confidentiality Maintenance: Handle sensitive information with discretion, ensuring confidentiality and trustworthiness.
• Continuous Improvement Knowledge: Apply principles of Continuous Improvement to enhance processes, ensuring ongoing efficiency and effectiveness.
• Problem-Solving and Decision-Making: Make informed decisions and resolve problems effectively in a fast-paced, dynamic environment.
• Professional Response to Challenging Situations: Maintain professionalism when addressing difficult employee, vendor, or customer issues or inquiries, ensuring respectful and effective resolutions.
• Calmness in Escalated Situations: Remain calm and composed in escalated situations, providing a steadying influence and effective resolution.
• Positive and Professional Attitude: Exhibit a positive and professional demeanor that motivates others and encourages enthusiasm, contributing to a positive workplace culture.

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! 

Read Full Description