Customer Experience Specialist

## Description **Service You Can Trust. Experience You Can Feel.** **Who we are:** Boston Inc dba Furniture & Appliance Mart/Ashley is an Employee-Owned furniture retail company with a fantastic culture of personal development. We like to say we are a personal development company that happens to sell furniture, appliances, and mattresses. Our Customer WHY is “improving the quality of people’s lives be creating amazing rooms together”. Put Employee- Owner WHY is “improving the quality of our owners lives through personal development and supporting our dreams and goals”. **About The Role:** As a Customer Experience Specialist, you will play a key role in ensuring customer orders are completed accurately and efficiently across Wisconsin, Illinois and Upper Michigan while serving as a trusted point of communication for customers, technicians, and internal teams. Two week schedule with rotating weekends. **Your responsibilities will include:** · Represent the company through clear, professional, and effective customer communication. · Provide administrative support for customer orders created by Sales and Operations teams. · Support road technicians by coordinating information, documentation, and service needs. · Understand, interpret, and clearly communicate warranty coverage and processes to customers and internal partners. **What you will be doing each day:** - Build rapport with customers and delivery drivers through phone and internal messaging systems. - Operate AI-powered logistics and order management software. - Support the end-to-end order fulfillment process across the enterprise. - Provide real-time support and timely resolution for customer and delivery-related issues. - Facilitate cross-department communication to drive efficient customer resolutions. - Manage high volumes of inbound and outbound calls while maintaining professionalism and accuracy. - Remain focused, prioritize effectively, and adapt quickly during service disruptions. - Accurately document customer interactions, invoices, and transaction records. - Ensure appropriate updates and follow-up actions are completed to fully resolve customer concerns. - Maintain careful attention to detail and thoroughness in completing tasks. - Use computer systems to enter, update, and process information accurately. - Represent the organization professionally when communicating with customers, partners, and external contacts. The responsibilities outlined in this position description are a guideline for the general duties of the position and are not exhaustive of all duties inherent in the job **We are looking for individuals with:** - Preferred but not required; 1-2 years retail experience and/or customer service experience - Ability and the willingness to work over the phone. - Ability and the willingness to work retail hours, including evenings, weekends, and some holidays. - Strong organizational and data entry skills - Spanish-speaking candidates strongly encouraged to apply **What we offer:** - Personal and Professional Development opportunities - Employee Stock Ownership Plan (ESOP) - Paid-Time Off - Birthday off with pay - Paid Parental Leave - Educational Reimbursement - Generous product discount - 401K retirement plan with company match - Health, Life, Dental, and Vision Insurance - Long, short term disability insurance - Health and Wellness Program - Fun company activities - involvement in the community! To apply or learn more about our company, we encourage you to check out our Careers page at: www.joinbfd.com BostonFAM is an Equal Opportunity Employer