Omni Home Furnishing Advisor

Sales & Guest Service Excellence

• Sell the full range of Ashley products and services, including furniture, mattresses, accessories, financing options, protection plans, and sleep solutions by following the FDE Sales Process.
• Respond to guest inquiries through phone, email, live chat, SMS/text messaging, website leads, social leads, and other approved communication channels.
• Build meaningful relationships with guests by identifying needs, providing customized recommendations, and guiding purchasing decisions.
• Maximize sales opportunities through effective product presentations, solution-based selling, financing discussions, and attachment opportunities.
• Deliver a personalized virtual shopping experience that reflects the professionalism and hospitality of an Ashley showroom.
• Maintain consistent communication with guests throughout the sales journey from initial inquiry through delivery and post-sale follow-up.

Lead Management & Conversion

• Manage assigned leads and guest inquiries in accordance with established response time standards.
• Utilize multiple communication platforms simultaneously while maintaining quality interactions and exceptional service.
• Execute follow-up activities to improve lead conversion, guest retention, and overall sales performance.
• Build and maintain a personal digital lead pipeline through outreach, follow-up, referrals, and relationship development.
• Generate showroom opportunities and collaborate with store teams to create a seamless omni-channel guest experience.

Post-Sales Administration

• Complete all post-sale administrative responsibilities accurately and timely.
• Process orders and transactions while ensuring guest expectations, delivery of information, financing details, and company policies are clearly communicated and documented.
• Provide all necessary documentation and information to Customer Experience and Operations teams to ensure successful order execution.
• Maintain accurate guest records and communication histories for future service and relationship-building opportunities.

Operational Excellence

• Partner with Customer Experience, Operations, Distribution, and Store Teams to ensure a seamless guest journey.
• Maintain compliance with company policies, financing requirements, privacy standards, and sales procedures.
• Demonstrate accountability for order accuracy, guest communication, and issue resolution.
• Participate in training programs, coaching sessions, sales meetings, and development opportunities.
• Utilize company technology and omni-channel tools effectively to maximize efficiency and performance.

Continuous Learning & Professional Development

• Focus on personal growth through participation in learning programs, coaching, and development opportunities.
• Maintain expert-level knowledge of Ashley products, promotions, financing programs, protection plans, and company initiatives.
• Actively participate in individual coaching sessions and team development meetings.
• Continuously develop communication, sales, and technology skills to improve overall effectiveness and guest satisfaction.

Sample Shift Structures

• 8:00 AM – 4:30 PM
• 10:00 AM – 6:30 PM
• 11:00 AM – 7:30 PM
• 1:30 PM – 10:00 PM

KPIs

• Revenue & Sales Performance
• Average Sale
• Number of Sales Generated
• Average Items Per Sale
• Net Gross Margin
• Protection Attachment Rate
• Sleep Attachment Rate
• Financing Percentage
• Return Rate
• Showroom Leads Generated
• Omni Performance
• Lead Response Time
• Lead Conversion Rate
• Guest Contact Completion Rate
• Follow-Up Completion Rate
• CRM/CXM Activity Compliance
• Daily Engagement Standards
• Guest Experience
• Net Promoter Score (NPS)
• Guest Satisfaction Scores
• Order Accuracy
• Return Percentage
• Online Reviews and Guest Feedback

Additional Duties

• Attend meetings, training sessions, and development programs as required.
• Support special projects and organizational initiatives.
• Perform additional duties as assigned to support business objectives and guest experience standards.