Omni Home Furnishings Advisor

About the role

The OmniChannel Home Furnishings Advisor (OMNI HFA) at Factory Direct Enterprises LLC d/b/a Ashley (FDE) is responsible for delivering a unique, personalized, and memorable guest experience through FDE's digital and omni-channel sales platforms. This role requires a high level of sales excellence, strong communication skills, and the ability to build meaningful relationships with guests.

Responsibilities

• 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 mirrors 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.
• Accurately document all guest interactions, notes, opportunities, and sales activity within company CRM and CXM systems.
• 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.

Requirements

• High School Diploma or GED.
• Minimum of one (1) year of sales, customer service, or contact center experience.
• Strong written and verbal communication skills.
• Ability to effectively multitask across multiple technology platforms and communication channels.
• Proficiency with computers, web-based systems, and digital communication tools.
• Furniture, mattress, or home furnishings sales experience preferred.
• Call center, inside sales, or digital sales experience preferred.
• Experience utilizing CRM, chat, texting, and lead management systems.
• Experience working in a commission-based or performance-driven sales environment.

Qualifications

• Team Member Collaboration
• Accountability
• Communication
• Continuous Learning
• Guest Experience
• Relationship Building
• Consultative Selling
• Service Excellence
• Problem Solving
• Process Improvement
• Technology Adoption
• Data Accuracy
• Time Management
• Process Compliance