Customer Experience Lead

Build Your Career with Ashley Furniture- Where Innovation Meets Comfort

Who We Are:

At Ashley, inspiring the love of home is at the heart of everything we do. As the world’s largest manufacturer of home furnishings, we’re more than a business - we’re a family driven by innovation, competitiveness, and an unwavering commitment to excellence. We persevere through challenges, push beyond the status quo, and constantly seek better ways to deliver an exceptional customer experience. Our solutions-first mindset and dedication to growth are why Ashley remains #1 in our industry.

If you’re ready to grow, you’ve come to the right place. With a true “Growth Mindset,” Ashley Furniture invests in developing future leaders and helps every team member learn from the best in the business.

If you are a current Ashley employee: Please login to your UKG account and apply using the internal job board.

Summary:

The Customer Experience Lead will perform the daily functions of their specified area while providing guidance and support to Customer Experience Representatives when they are faced with difficult or escalated customer situations. This position will spend a majority of the workday listening to customer concerns and troubleshooting to solve problems to ensure customer satisfaction while keeping the goals of the company in mind. This position will serve as a leader within his/her team and will set a positive example for Customer Experience Representatives to follow. The Customer Experience Lead will maintain prompt, efficient and accurate data to ensure customer and employee satisfaction. This position will exhibit superior customer service by having profound knowledge of product and vendor warranties as well as a full understanding of customer service procedures within the company. As needed, the Customer Experience Lead will handle difficult customers and/or situations utilizing exceptional customer service, problem solving and negotiation skills to find the best possible resolution for the customer while keeping the needs of the business in mind. This position will need to use profound knowledge to determine when to enforce or override standard procedures. The Customer Experience Lead must have the skills and ability to keep emotions under control in order to seamlessly move from one situation to the next.

Primary Job Functions

• Professionally communicate with customers, especially in escalated situations; troubleshoot, and resolve issues with defective products, incorrect product, customer perception, etc., to determine the most appropriate method of resolution to ensure customer satisfaction while keeping company goals in mind. Collaborate with a variety of people such as Regional Managers, store personnel, warehouse personnel and others to work toward the resolution.
• Accurately document all communication with the customer to ensure seamless service for the customer when multiple representatives are handling the situation. Documentation must be clear and concise so that any representative assisting the customer is able to pick up where the previous one left off. For all issues and concerns, follow path-to-resolution processes and guidelines to ensure all information is possible received from the customer to determine the most timely and effective method of resolution. Follow up as needed to ensure proper resolution and customer satisfaction.
• Provide guidance, coaching and support to Customer Experience Representatives, assisting them with challenging customer situations and escalated issues. Provide training and support in a variety of ways including team meetings, small groups or one-on-one to continually develop their skills, build their confidenceand empower them to make decisions.
• 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 processes and guidelines to ensure all information is possibly received from the customer to determine the most timely and effective method of resolution. Follow up as needed to ensure proper resolution and customer satisfaction.
• Accurately adjust and/or enter customer sales orders, part orders, credit memos, exchanges, service technician appointments etc. in the system as needed to ensure proper resolution as well as customer satisfaction and retention.
• Collaborate with third party vendors such as protection plan, tech support and/or delivery companies as needed to seek assistance in providing excellent service to our customers.

Knowledge, Skills and Abilities

• High School Diploma or equivalent, Required.
• 3 years’ customer service experience, Required.
• Previous leadership skills are a bonus.
• Professional telephone etiquette
• Excellent oral and written communication skills
• Strong attention to detail
• Proficient computer skills, including experience with Microsoft Office Suite, and internet.
• Manage multiple tasks and priorities simultaneously.

What’s In It for You:

• When you join us, you are eligible to participate in our comprehensive benefits programs, which include:
• Health, dental benefits, and vision insurance
• Employee Discount from 10% - 30%
• Life/Disability Insurance
• Flex Spending Account
• 401K
• Paid Time Off

Work Environment:

• This position is located in a climate-controlled office environment with standard lighting and moderate noise levels typical of professional workspace settings. The role primarily involves sitting at a desk for extended periods while working with computers, phones, and other office equipment. The collaborative environment includes interaction with team members and may require attendance at meetings, conference calls, and cross-departmental communications during regular business hours.

Benefits We Offer:

• Health, Dental, Vision, Employee Assistance Program
• Paid Time Off; increases with years of service
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Tuition Assistance
• Ashley Wellness Centers (location specific)
• 401(k) and Profit Sharing
• Life Insurance

Our Core Values:

• Honesty & Integrity: Acts with transparency, discretion, and ethical judgment. Trusted to handle sensitive information and provide accurate, unbiased insights.
• (Dirty Fingernail: Takes full accountability for outcomes, not just tasks. Inspects details, ensures data accuracy, and follows through to completion.
• Continuous Improvement: Actively seeks better ways to improve templates, tools, and processes. Learns from prior initiatives and embeds lessons into standard work.
• Growth & Results Focus: Understands how transformation initiatives drive growth, cost reduction, and profitability. Keeps work aligned to enterprise priorities.
• Culture of Leadership: Leads through influence, reliability, and example. Builds trust across functions and supports leaders at every level.
• Customer-Centric & Boundaryless: Works across silos for the greater good of the organization. Ensures outputs meet the needs of executives, initiative owners, and teams.
• Operational Excellence: Demonstrates strong organizational discipline, attention to detail, and the ability to translate ambiguity into clear, executable tools.

Interested in learning more about Ashley Furniture’s Community Engagement programs, Environmental Stewardship, or our Core Values, click the links below:

Corporate Social Responsibility

View Our Corporate Brochure

We are an Equal Opportunity Employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. This job description does not constitute a written or implied contract of employment. The company reserves the right to revise or change job duties and responsibilities as the need arises.

Notice to Search Firms: We are not seeking assistance or accepting unsolicited resumes from search firms. We will not pay any placement, referral or other fees to any search firms unless we have agreed otherwise in a valid, written agreement for the specific position posted and signed by an authorized representative of Ashley Furniture Industries.

• Please note this position is not eligible for current or future employment sponsorship. Candidates must be legally authorized to work in the United States without the need for visa sponsorship now or at any time in the future.