Customer Experience Manager

BostonFAM 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 The Customer Experience Manager is responsible for leading and optimizing the customer service experience at Ashley HomeStore. This role ensures that every guest interaction is aligned with the company’s core values of integrity, service, and customer satisfaction. The manager will oversee the day-to-day operations of the customer service department, including resolving customer inquiries, addressing concerns, and ensuring all customer touchpoints are handled professionally and efficiently.

Customer Assistance (In-Person & Over the Phone): Provide exceptional service by helping customers with inquiries regarding the status of their orders, addressing billing and account-related questions, and processing payments efficiently.

Resolve Customer Issues and Complaints: Handle customer concerns with professionalism and urgency. Work to resolve issues related to financing, product returns, or service problems quickly, ensuring customer satisfaction and loyalty.

Support the Sales Team: Collaborate with the sales team to assist customers, Spanish bilingual is preferred. This includes facilitating smooth communication and providing tailored support to ensure a positive experience for all customers, regardless of language barriers.

Provide Timely Assistance to Customers: Offer prompt and effective solutions to customers' questions and concerns. Ensure customers leave with a clear understanding of their next steps, fostering a sense of trust and satisfaction.

Lead Customer Experience Professionals: Oversee and guide the customer service team in day-to-day tasks. Help ensure that customer experience professionals are equipped with the tools, knowledge, and support needed to deliver top-notch service.

Team Collaboration & Support: Continuously engage with other departments to ensure a seamless customer experience from purchase to post-sale. Help foster a supportive team environment where every employee is encouraged to grow and improve.

We’re seeking a motivated and customer-focused individual who thrives in a fast-paced retail environment and is dedicated to delivering an exceptional guest experience. The ideal candidate will possess the following qualifications and attributes:

Computer Literacy: Proficient in using computers, POS systems, and standard office software.

Dependability: Reliable, punctual, and able to manage responsibilities with minimal supervision.

Exceptional Communication Skills: Strong written, verbal, and active listening skills to effectively interact with customers and team members.

Problem-Solving and Reasoning Ability: Demonstrates good judgment, resourcefulness, and the ability to resolve issues efficiently and professionally.

Attention to Detail: Maintains accuracy and thoroughness in all tasks, including order processing, billing, and customer documentation.

Office and Financial Skills: Familiarity with office equipment and procedures, as well as experience with credit, collections, and cash handling.

Customer Service Experience: Previous experience in a customer service-related field is preferred, particularly in retail or hospitality settings.

Schedule Flexibility: Willingness to work retail hours, including weekends and holidays, as needed.

Travel Requirement: Ability to travel between our Janesville and Rockford store locations as part of regular responsibilities.