Customer Success Lead

About the role

Purpose at Ashley The Local Customer Success (LCS) Lead is a frontline operational leader who guides agents in their daily work, answers process and approval questions, and supports consistent execution across LCS day-of-delivery activities. The role provides real-time support for VIP deliveries, same-day and next-day saves, store support, proactive communication, customer and driver chats, case work, and escalations. The LCS Lead coaches’ agents using approved SOPs, verifies documentation and follow-up, coordinate with RFC, store, delivery, Road Support, and Customer Success partners, and elevates blocked or high-risk issues to the Supervisor. Success requires sound judgment, strong customer recovery skills, operational urgency, and disciplined ownership of customer-impacting work.

Responsibilities

• Professionally engage with customers in escalated situations, troubleshooting and resolving complex issues including defective products, incorrect shipments, and customer concerns.
• Collaborate cross-functionally with Regional Managers, store personnel, warehouse staff, and other stakeholders to achieve timely and effective resolutions.
• Maintain clear, accurate documentation of all customer interactions to ensure seamless handoffs between representatives. Follow path-to-resolution guidelines to gather complete information and determine effective solutions. Conduct follow-up to verify resolution and customer satisfaction.
• Coach and support Customer Experience Representatives through escalated issues, providing training via team meetings, small groups, and one-on-one sessions to develop skills and empower decision-making.
• Handle customer delivery concerns such as rescheduled delivery, late delivery, delivery damage, etc., and collaborate with appropriate personnel to provide timely and satisfactory resolution.
• Follow established path-to-resolution guidelines to gather comprehensive information, determine effective solutions, and conduct follow-up to ensure customer satisfaction.
• Accurately enter and adjust sales orders, part orders, credit memos, exchanges, and service appointments to ensure resolution and customer retention.
• Partner with third-party vendors (protection plans, tech support, delivery companies) to ensure adherence to Ashley's standards and exceptional customer service.
• Partner with departmental managers to identify improvements, implement solutions, and coordinate integrated customer service activities.
• Demonstrate the Company’s Core and Growth Values in the performance of all job functions.
• Maintain reliable attendance.
• Actively participate in departmental meetings, training and education. Assist with training other employees and providing backup.
• Complete other assignments and special projects as requested.

Requirements

• Legally authorized to work in the US
• At least 18 years old
• 1-2 years' experience in fast-paced environments, bilingual preferred
• Strong attention to detail
• Excellent verbal and written communication skills
• Excellent interpersonal skills
• Effective time management and organizational skills
• Work independently as well as in a team environment
• Document management system
• Analytical and problem-solving skills
• Maintain confidentiality
• Working knowledge of Continuous Improvement
• Handle multiple projects simultaneously within established time constraints
• Proficient computer skills, including experience with Microsoft Office Suite, and internet
• Perform under strong demands in a fast-paced environment
• Work professionally with customers and co-workers to efficiently serve our customers, treating both with enthusiasm and respect
• Display empathy, understanding and patience with employees and external customers
• Respond professionally in situations with difficult employee/vendor/customer issues or inquiries

Benefits

• Extended health, dental benefits, and vision insurance
• Employee Discount from 10% - 30%
• Life/Disability Insurance
• Flex Spending Account
• 401K
• Paid Time Off