Customer Experience Specialist

Are you motivated to support others and passionate about providing a positive customer experience? Join our Customer Experience Team at Furniture and ApplianceMart, Ashley HomeStore! We are hiring a Customer Experience (CX) Specialist to provide logistics and product warranty support at our Distribution Center!

At Furniture and ApplianceMart, Ashley HomeStore, we take an enterprise approach to ensure we are available at every customer touch point – from point-of-sale to delivery, and beyond. As a Customer Experience (CX) Specialist, you will support the completion of customer orders throughout Wisconsin.

Your responsibilities will include:

• Represent our company with effective customer communication.
• Administrative and logistical support of customer orders.

We're a personal development company that just so happens to sell furniture, mattresses, and appliances!

We're committed to providing a supportive and collaborative work environment where our employees can thrive both personally and professionally.

Who we are:

BostonFAM is not your typical retail furniture company. We're a employee-owned business that's committed to helping our customers create amazing rooms. But that's not all we do. We're also passionate about personal and professional development. We believe in empowering our employee-owners to reach their full potential by offering a supportive culture, one-on-one coaching, comprehensive training, and valuable resources. At BostonFAM, we know that when our team members thrive, our business thrives too.

Our success is built on the success of our employee-owners. We're proud to be a family of brands that includes Ashley Furniture, Ashley Outlets, and Furniture & Appliance Mart. But what really sets us apart is our unique company culture. We're not just a place to work - we're a community of individuals who are dedicated to helping each other achieve our dreams and goals.

What we offer:

• Personal and Professional Development opportunities
• Employee Stock Ownership Plan (ESOP)
• Paid-Time Off
• Paid birthday holiday
• Paid Parental Leave
• Generous product discount
• 401K retirement plan with company match
• Health, Life, Dental, and Vision Insurance
• Long, short term disability insurance
• Fun company activities - involvement in the community!

What you will be doing each day:

• Create an Experience:
• Provide real-time support and resolution over the phone and through messaging systems, including the operation of AI powered logistics software.
• Facilitate and communicate order status with customers, delivery drivers, service technicians, and sales professionals.
• Represent the organization to customers, the public, and other external sources at the front desk of our Distribution Center.
• Ability to manage periods of high volume incoming/outgoing calls.
• Ability to remain focused and prioritize during disruptions with careful attention to detail in completing tasks.
• Order Management:
• Support daily logistical routes for delivery & service across the enterprise.
• Troubleshoot customer product concerns.
• Ability to read diagrams, gather information, and communicate resolution.
• Use computers and systems to enter data and process information.
• Invoice and keep records of customer interactions or transactions.
• Schedule customers for pick-up, delivery, and service.
• Provide resolution to customers regarding warranty concerns.
• Money Management:
• Processing payments.
• Submitting service estimates.

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:

• The ability and willingness to work retail hours, including evenings, weekends, and some holidays. 2nd Shift: M-F 11:30-8, rotating every 3rd weekend.
• Ability to demonstrate Teamwork.
• Experience handling and resolving reoccurring problems.
• A growth mindset and ability to learn new skills.
• Experience with written and verbal communication skills.
• Experience with keyboarding skills and basic Microsoft Word skills.
• The desire to be part of a fun environment of dedicated employee-owners.

To apply or learn more about our company, we encourage you to check out our Careers page at: www.joinbfd.com

BostonFAM is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.