Ashley Global Retail · 10 hours ago
Cust Experience Return Specialist
Tampa, Florida, United States
Full-time
Onsite
New Grad, Entry LevelAshley Global Retail is a company dedicated to customer service and sales, and they are seeking a Cust Experience Return Specialist. This role involves professionally communicating with customers to resolve issues and ensure satisfaction, while also collaborating with various personnel to enhance the customer experience.
E-CommerceFurnitureLifestyleRetail
Responsibilities
Professionally communicate with customers, especially in escalated situations
Troubleshoot and resolve issues related to defective products, incorrect orders, and customer perceptions to ensure satisfaction while keeping company goals in mind
Collaborate with Regional Managers, store personnel, warehouse personnel, and others to work toward resolution with the goal of customer retention for life
Accurately document all customer interactions to ensure seamless service
Clear and concise documentation is essential for continuity when multiple representatives handle the same customer issue
Follow the path-to-resolution process and guidelines to gather all necessary information from customers
Determine the most effective method of resolution and follow up as needed to ensure customer satisfaction
Provide support to fellow Customer Care Representatives by assisting with challenging customer situations and escalated issues
Offer training and guidance in various formats, including team meetings, small groups, or one-on-one sessions, to help develop their skills and confidence
Handle customer delivery issues such as rescheduled or late deliveries and delivery damage
Collaborate with appropriate personnel to provide timely and satisfactory resolutions
Adjust and/or enter customer sales orders, part orders, credit memos, exchanges, and service technician appointments in the system as needed to ensure proper resolution and customer satisfaction with the goal of customer retention for life
Work with third-party vendors, such as protection plan providers, tech support, and delivery companies, to seek assistance in providing excellent service to customers
Demonstrate the company’s Core and Growth Values in all job functions
Contribute to the overall improvement of the customer experience by suggesting and implementing changes to processes that enhance service delivery
Continually drive departmental goals by analyzing daily, weekly, and monthly reports to monitor and manage processes
Develop strategies for achieving targeted measures and optimize customer service and satisfaction
Work with departmental managers to identify areas of improvement and ensure all customer service activities are coordinated as an integrated whole
Assist in the development, maintenance, and approval of departmental standard operating procedures
Qualification
Required
Professionally communicate with customers, especially in escalated situations
Troubleshoot and resolve issues related to defective products, incorrect orders, and customer perceptions to ensure satisfaction while keeping company goals in mind
Collaborate with Regional Managers, store personnel, warehouse personnel, and others to work toward resolution with the goal of customer retention for life
Accurately document all customer interactions to ensure seamless service
Clear and concise documentation is essential for continuity when multiple representatives handle the same customer issue
Follow the path-to-resolution process and guidelines to gather all necessary information from customers
Determine the most effective method of resolution and follow up as needed to ensure customer satisfaction
Provide support to fellow Customer Care Representatives by assisting with challenging customer situations and escalated issues
Offer training and guidance in various formats, including team meetings, small groups, or one-on-one sessions, to help develop their skills and confidence
Handle customer delivery issues such as rescheduled or late deliveries and delivery damage
Collaborate with appropriate personnel to provide timely and satisfactory resolutions
Adjust and/or enter customer sales orders, part orders, credit memos, exchanges, and service technician appointments in the system as needed to ensure proper resolution and customer satisfaction with the goal of customer retention for life
Work with third-party vendors, such as protection plan providers, tech support, and delivery companies, to seek assistance in providing excellent service to customers
Demonstrate the company's Core and Growth Values in all job functions
Contribute to the overall improvement of the customer experience by suggesting and implementing changes to processes that enhance service delivery
Continually drive departmental goals by analyzing daily, weekly, and monthly reports to monitor and manage processes
Develop strategies for achieving targeted measures and optimize customer service and satisfaction
Work with departmental managers to identify areas of improvement and ensure all customer service activities are coordinated as an integrated whole
Assist in the development, maintenance, and approval of departmental standard operating procedures
Company
Ashley Global Retail
Who We Are: Ashley is the largest furniture store brand in North America—a distinction we’ve held since 2005.
Founded in 1945
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Caitlin Carnahan
Marketing Manager, Brand Partnerships
Christopher Wantlin
Chief Retail Officer
Recent News
Furniture Today
2025-04-15
Company data provided by crunchbase