Job description

Ashley Furniture HomeStore, the #1 Mattress and Furniture retailer in North America, has an immediate opening for a Guest Response Team Agent. The ideal candidate is responsible for monitoring the daily service orders, ER tickets and daily communication with our market locations.

OUR COMPANY OFFERS GREAT BENEFITS, INCLUDING:

• Generous Paid Time Off (PTO)
• Opportunity for advancement
• Medical, Dental, Vision, & Retirement Benefits
• Employee Purchase Discounts of 30% or more

KEY JOB RESPONSIBILITIES:

• Review, process and close all incoming Emergency Response tickets, service orders, exchanges, re-selects, return to vendor, extended warranty claims daily that are assigned to Guest Response Team.
• Filling in for Guest Response Team Generalist team members during absences and peak work times.
• Monitoring, organizing, and coaching call center team on a day to day basis.
• Continuously thinking of ways to promote individual and team development for call center improvement.
• Acts as first level of escalation by providing guidance to team members on difficult situations handling exceptions or unusual situations.
• Referring complex problems to supervisors as appropriate.
• Maintaining communication with team members, customers, and other departments.
• Providing daily service reports and Emergency Response reports to supervisors.
• Representing the Guest Response Team call center on cross functional teams.
• Analyzing problems and determining resolutions.
• Advising management of operational or staffing issues.
• Other duties as assigned, essential or otherwise.

KNOWLEDGE/SKILLS/ABILITIES:

• Consistently meets all department goals and objectives.
• Attendance and punctuality.
• Timely and accurate information exchange, teamwork and cooperation.
• High School diploma or equivalent.
• At least 1 year of inbound call center experience.
• Previous experience in a Lead or Supervisory role is preferred.
• Demonstrated working knowledge of Microsoft Office.
• Ability to learn in-house computer programs.
• Excellent communication skills.

Ashley Furniture HomeStore is an Equal Opportunity Employer. Ashley Furniture HomeStore does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, national origin, veteran status or any other basis covered by appropriate law.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Overtime
• Weekend availability

Experience:

• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: One location

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