Summary 
The Guest Experience Representative I is responsible for ensuring our customers receive superior levels of support during inbound and outbound calls regarding order processing, delivery scheduling, and post-delivery experience. 

Essential Functions (bulleted items) 

· Field incoming calls from customers, answering any questions and providing any required information during any part of their buying experience. 

· Make outbound courtesy and follow-up calls for facilitate order, delivery, or customer satisfaction issues. 

· As needed, respond to all customer issues in a rapid and timely manner, ensuing full resolution to any issues. 

· Resolve customer issues as they arise using documented customer satisfaction procedures and escalating issues as necessary. 

· Follow up on work-orders created to resolve guest issues. 

· Respond to customer inquiries involving questions and requests relating to account balances, order status, exchanges, warranty, and damaged product. 

· Maintain accurate and thorough documentation on all transactions. 

· Take calls from delivery drivers that require assistance and resolve any issues. 

· Order all parts for service and contact the customer when parts are ready. Ensure that parts are ordered on a non-charge basis (unless appropriate) and that there is no build-up of special order parts. 

· Act in a manner consistent with Ashley Furniture Home Store Core Values. 

· Participate in regular staff meetings, daily huddles, and required training. 

· Other tasks and duties as assigned. 

Schedule Expectations
· Number of hours per week 40
· Schedules to be dictated by the arrival patterns of calls 

Education & Experience Requirements (bulleted items) 

· Minimum of 1 year of experience in a customer-facing role (ex: hospitality, retail); 1 years of experience in a call center guest experience environment preferred. 

· Prior experience in the furniture industry preferred. 

· High School Diploma or equivalent required. 

· Excellent verbal and written communication skills. 

· Outstanding telephone communications skills, including a clear and calm demeanor. 

· Basic knowledge of computer systems and telephone systems. 

· Strong customer service orientation. 

· Superior listening skills. 

· Demonstrated ability to quickly adapt and learn new skills. 

· Excellent organizational and prioritization skills. 

· Proven ability to function at a high level in stressful situations. 

· Demonstrated problem analysis and problem solving capabilities. 

· Demonstrated ability to work in a team environment. 

· Ability to understand basic mathematical concepts. 

· Weekend work required (both Saturday and Sunday).