Customer Care Agent

About the role

Our Local Customer Care Agent is the operational backbone of our delivery ecosystem, supporting delivery recovery and customer communication across our Fulfillment Centers.

Responsibilities

• Handle hot delivery recoveries by identifying and addressing immediate challenges on the delivery route.
• Monitor active recoveries in real-time to ensure timely resolution of delivery delays or product issues.
• Resolve delivery issues before customer escalation by proactively identifying potential problems and implementing solutions.
• Cook with Regional Fulfillment Centers (RFCs) to arrange same-day and next-day recovery deliveries.
• Track recovery requests accurately across various RFC-specific systems and databases.
• Notify customers promptly of any delivery issues or delays discovered during the load-out or routing process.
• Provide elevated, white-glove service for VIP customers and complex, high-priority orders.
• Coordinate closely with Store Operations and RFC personnel to align on solutions for escalated cases.
• Process recovery requests strictly within established response time windows to minimize customer wait times.
• Navigate multiple systems simultaneously, including Package AI, Storis, and Salesforce, to track orders and document resolutions.
• Document VIP processes accurately while maintaining strict adherence to Standard Operating Procedures (SOPs).
• Deliver multi-channel support seamlessly across driver chat, customer chat, and voice channels.
• Perform real-time problem-solving and make independent decisions to resolve logistical and customer service challenges.
• Execute escalation management protocols effectively when issues exceed standard resolution parameters.
• Maintain a proactive service model focused on issue prevention rather than just reaction.
• Apply comprehensive knowledge of company return policies, exchange processes, and warranty claims to assist customers.
• Demonstrate a strong understanding of delivery logistics, routing, and recovery operations.
• Serve as the critical link between retail stores and customers, ensuring unresolved issues are addressed with expert attention.
• Restore customer confidence and provide world-class experiences, especially in situations where service gaps have occurred.
• Own every customer issue from start to finish, demonstrating an unwavering commitment to exceptional service and follow-through.
• Complete any additional tasks or special projects assigned by management to support operational goals.
• Complete any additional tasks assigned by management.

Requirements

• Legally authorized to work in the US
• At least 18 years old
• 1-2 years' experience in fast-paced environments, bilingual preferred
• Excellent phone etiquette, while expressing patience and professionalism with a customer-focused mindset
• Strong problem-solving skills, attention to detail while working in a fast-paced environment
• Experience with chat, phone and email support; including proficient in computer systems and programs such as Microsoft office and CRM systems
• Maintain reliable attendance
• Thrive in a team environment

Qualifications

• Strong interpersonal and communication skills
• Ability to work independently and as part of a team
• High level of organizational and time management skills
• Knowledge of home furnishings industry and customer service best practices

Skills

• Customer service skills
• Problem-solving skills
• Attention to detail
• Communication skills
• Computer literacy

Benefits

When you join us, you are eligible to participate in our comprehensive benefits programs, which include:

• Extended health, dental benefits, and vision insurance
• Life/Disability Insurance
• Flex Spending Account
• 401(k) to eligible Team Members

Depending on your hire date and any specific requirements of your work location, you may be eligible for up to 80 hours of PTO during the first calendar year of your employment, which includes paid sick leave in accordance with applicable legal requirements.