Customer Experience Professional

Location:

2302 East Springs Drive, Madison, WI, 53704, United States

Base Pay: $18.00 / Hour

Employee Type:
Non-Exempt

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 by 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”.

The Customer Experience Professional is responsible for coordinating the setup of customer services, ensuring the smooth execution of deliveries and installations, and acting as a liaison between the company and the customer. This role involves managing service scheduling, handling inquiries, and resolving issues to ensure a seamless customer experience. The specialist works closely with internal teams to optimize customer interactions and enhance overall satisfaction, supporting the company's commitment to high‑quality service.

• Manage service coordination, including diagnosing product issues, processing warranty claims, ordering parts, scheduling deliveries/installations, and overseeing service requests.
• Serve as the primary customer liaison, communicating timelines, expectations, and follow‑ups.
• Oversee day-of delivery and installation coordination, handling changes and ensuring smooth execution.
• Resolve customer inquiries and elevate issues when needed.
• Maintain accurate records using CRM and scheduling tools.
• Collaborate with logistics, operations, and sales to ensure accurate order processing and successful service delivery.
• Uphold company policies and proactively maintain high customer satisfaction.

• Assist with gathering and reporting customer feedback.
• Support service process improvements with CX leadership.
• Help identify frontline training needs based on recurring issues.

• Attend team meetings, briefings, and cross‑functional discussions to support service alignment.
• Participate in ongoing training and development sessions.

• Scheduled to work Thursday through Monday.
• Working at both Madison East and Madison West locations.
• Pay is starting at $18 per hour.

• High school diploma required; additional degrees or certifications are a plus.
• 1–3 years of experience in customer service, product service, logistics coordination, or a related field.
• Strong communication, problem‑solving, multitasking, and organizational skills.
• Proficiency with customer service software, CRM systems, and scheduling tools.
• Collaborative, team‑oriented mindset with the ability to work across departments.
• Primarily office‑based role with standard desk/computer work, occasional walking or standing, and limited travel for on‑site coordination.

• 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.