Call Center Representative/Customer Service @ Ashley HomeStore - New Braunfels, TX

Call Center Representative/Customer Service

++Bilingual a Plus++
Ashley HomeStore, the #1 Mattress and Furniture retailer in North America, has immediate openings for Guest Response Team Agents/Customer Service Representatives! The ideal candidate is responsible for monitoring the daily customer service orders, ER tickets and daily communication with our market locations.
· Competitive Pay
· Generous Paid Time Off (PTO)
· Opportunity for advancement
· Medical, Dental, Vision, & Retirement Benefits
· 401k Plan
· Employee Purchase Discounts of 30% or more
· Eligibility for pay increase after 90 days
· Review, process and close all incoming Emergency Response tickets, customer service orders, exchanges, re-selects, return to vendor, extended warranty claims daily that are assigned to Guest Response Team.
· Filling in for Guest Response Team Generalist team members during absences and peak work times.
· Monitoring, organizing, and coaching call center team on a day to day basis.
· Continuously thinking of ways to promote individual and team development for call center improvement.
· Acts as first level of escalation by providing guidance to team members on difficult situations handling exceptions or unusual situations.
· Referring complex problems to supervisors as appropriate.
· Maintaining communication with team members, customers, and other departments.
· Providing daily service reports and Emergency Response reports to supervisors.
· Representing the Guest Response Team call center on cross functional teams.
· Analyzing problems and determining resolutions.
· Advising management of operational or staffing issues.
· Other duties as assigned, essential or otherwise.
· Consistently meets all department goals and objectives.
· Attendance and punctuality.
· Timely and accurate information exchange, teamwork and cooperation.
· High School diploma or equivalent.
· At least 1 year of inbound call center experience.
· Previous experience in a Lead or Supervisory role is preferred.
· Demonstrated working knowledge of Microsoft Office.
· Ability to learn in-house computer programs.
· Excellent communication skills.
Ashley HomeStore is an Equal Opportunity Employer. Ashley HomeStore does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, national origin, veteran status or any other basis covered by appropriate law.
Job Type: Full-time
  • 401(k)
  • Dental insurance
  • Employee discount
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance
  • Customer Service: 1 year (Preferred)
  • Spanish (Preferred)
Work Location:
  • One location
Work Remotely:
  • No