Customer Care Representative

Job Details

Job Location:

Distribution Center - Fredericksburg, VA 22408

Position Type:
Full Time Education Level: High School Salary Range: $16.00 - $19.00 Hourly Travel Percentage:
None Job Shift: Day Job Category:
Customer Service At Ashley, taking care of our customers does not end when their furniture is delivered. Our Customer Care Call Center Associates are an essential part of creating a great customer experience long after the sale.

If you enjoy helping people, solving problems, staying organized, and turning challenging customer situations into positive experiences, this could be a great opportunity for you.

In this role, you’ll be the voice of our company for customers who need assistance after delivery. You’ll handle a high volume of inbound calls, troubleshoot issues, coordinate service solutions, and work closely with our internal teams to make sure our customers feel heard and taken care of.

• Paid Time Off (PTO)
• Medical, Dental, Vision benefits
• 401k
  -match up to 4%
• Short term disability, accidentally injury, and life insurance
• Employee Assistance Programs
• Employee Purchase Discounts
• Many opportunities for development and career advancement

• Answer inbound calls from customers regarding post-delivery questions, concerns, and service needs.
• Listen carefully to customers, identify the issue, and determine the best resolution while following company policies and procedures.
• Handle conversations involving delivery delays, merchandise damage, warranties, repairs, and other customer concerns.
• De-escalate difficult or high-intensity conversations using professionalism, empathy, and strong communication skills.
• Create service technician work orders and/or purchase orders based on information gathered during customer interactions.
• Coordinate appropriate repair or service solutions that balance customer expectations with company policies.
• Process items for billing based on daily pickups and deliveries and update the customer’s account history.
• Electronically file delivery and customer pickup receipts and maintain accurate records.
• Track delivery and pickup activity and assist with related reporting.
• Manage multiple customer tickets and tasks at the same time while maintaining accuracy and attention to detail.
• Work closely with other departments to help resolve customer concerns efficiently.

• Provide excellent customer service and maintain a professional phone presence.
• Can confidently handle a high volume of calls in a fast-paced environment.
• Know how to remain calm and professional when speaking with upset customers.
• Are an excellent communicator with strong listening and de-escalation skills.
• Can multitask and manage multiple customer issues or tickets at once.
• Are comfortable learning new computer systems and navigating multiple software applications.
• Have strong administrative skills and exceptional attention to detail.
• Take ownership of problems and work toward practical solutions.
• Can work independently while also collaborating effectively with a team.

• High school diploma, GED, or equivalent combination of education and experience.
• At least 1 year of customer service experience preferred.
• Call center, retail, furniture, delivery, warranty, or service experience is a plus.
• Strong computer skills and the ability to quickly learn new systems.
• Excellent verbal and written communication skills.

Our Customer Care team plays a critical role in protecting the customer relationship after the sale. Every call is an opportunity to turn a frustrating situation into a positive experience.

You’ll have the opportunity to work in a fast-paced environment where your communication, problem-solving, and customer service skills directly impact customer satisfaction.

This description is intended to provide an overview of the position and is not an all-inclusive list of duties or responsibilities. Responsibilities may evolve as our business, systems, and customer needs change. Our goal remains the same: to provide an exceptional experience for every customer, every time.