Retail Customer Care Representative

BILINGUAL RETAIL CUSTOMER CARE

Hourly Rate: $16.00 per hour + $1 extra for Bilingual

Sun-Mon off or Fri-Sat off

Ashley Furniture is a privately held company with over 75 years in business. We wouldn't be the World's Largest Furniture Manufacturer without those that make us One Ashley. When you join the Ashley Furniture team you are joining the history and the future of furniture.

Position Summary:

The Ecommerce Customer Care Representative is responsible for providing excellent service to customers having issues with their online purchase primarily via phone and email. This position will spend a majority of the workday listening to customer concerns and trouble-shooting to solve problems to ensure customer satisfaction while keeping the goals of the company in mind. This position is responsible for learning and understanding all aspects of the online sales environment to be able to provide the most optimum service to our customers.

The Ecommerce Customer Care Representative will maintain prompt, efficient and accurate data entry to ensure customer satisfaction. This position will exhibit superior customer service by gaining profound knowledge of product and vendor warranties, as well as a broad understanding of customer service philosophy. This position will provide support and assistance to internal and external customers and have the ability to be self-motivated and to be persuasive with customers, while keeping “customer satisfaction” as a guiding factor.

Primary Job Functions:

• Professionally communicate with internal and external customers, such as end consumers, HomeStore staff, third-party vendors, etc., throughout the business day using a variety of methods while simultaneously using the computer to take care of any concerns as requested by the customer. Some of these functions include: assist customer with order entry; issue credits, exchanges discounts and replacements; issue damage and warranty claims; check delivery information, product availability and claim status; order replacement parts and schedule service technicians; complete post-delivery surveys; etc.
• Accurately document all communication with the customer to ensure seamless service for the customer when multiple representatives are handling the issue; documentation must be clear and concise so that any representative assisting the customer is able to pick up where the previous one left off.
• Troubleshoot and resolve issues with defective product, damaged product, incorrect product, customer perception, etc., to determine the most appropriate method of resolution. Handle customers and/or situations utilizing exceptional customer service, problem solving and negotiation skills to find the best possible resolution to ensure customer satisfaction while keeping company goals in mind.
• Handle customer delivery concerns such as rescheduled delivery, late delivery, delivery damage, etc., and collaborate with appropriate personnel to provide timely and satisfactory resolution.
• For all issues and concerns, follow path-to-resolution process 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 for customer satisfaction and retention.
• Demonstrate the Company's Core and Growth Values in the performance of all job functions.
• Maintain reliable attendance.
• Actively participate in departmental meetings, training and education. Assist with training other employees and providing backup.
• Complete other assignments and special projects as requested.
• Do you love helping others? Are you a problem-solver who likes to find creative solutions to help others? Do you want to take that creativity and work for a World-Class organization?

Requirements & Qualifications:

• High School Diploma or equivalent, Required
• 1 year of Customer Service Experience, Required
• 1 year Call Center Experience, Required
• Excellent oral and written communication skills
• Professional telephone etiquette
• Strong attention to detail
• Proficient computer skills, including experience with Microsoft Office Suite, internet
• Manage multiple tasks and priorities simultaneously