Escalation Specialist

Title: Escalation Specialist

Location: Remote (USA)

Job Description:

THE BIGGEST NAME IN HOME. THE BOLDEST TEAM IN E-COMMERCE.

Ashley Digital is the e-commerce engine behind Ashley Furniture Industries — one of the most recognized home brands in the world. As the world's largest manufacturer of home furnishings and the largest furniture store brand in North America, Ashley is in a category unto itself. Our team sits at the intersection of world-class retail and digital innovation, driving the e-commerce experience for millions of customers across every platform and touchpoint.

If you’ve shopped online for a mattress in the last decade, there’s a good chance you’ve already experienced our award-winning Nectar Sleep and DreamCloud.

We're a fast-moving, highly collaborative team operating at a transformational moment, and we're charged with shaping how people discover, explore, and buy home furnishings. Our expertise spans data science, performance marketing, product, and creative, and our work reaches millions of customers every day.

It's a rare combination: the energy of a tech company, the stability of an industry leader, and the opportunity to build something truly significant. If you're energized by transformation, collaboration, and meaningful impact at scale, Ashley Digital is where ambition meets opportunity. 

To be considered for this remote opportunity, you must reside and be authorized to work within the United States.

Candidates are required to have open availability between 6:00 AM and 9:15 PM PST, including full availability on weekends

Job Overview: 

The Escalation Specialist is responsible for providing best-in-class customer care to Resident customers by promptly and effectively resolving escalated customer concerns in real-time and enhancing customer satisfaction from the first point of contact to the final resolution. As part of the Customer Care team, the Escalation Specialist provides direct support to escalated and high-effort customers via inbound and outbound calls and emails by proficiently assessing and resolving customer questions and concerns and demonstrating an elevated level of attention, care, and follow-through.

What You’ll Be Doing:  

• Inbound phone support for escalated and high-effort customers with a focus on customer satisfaction and retention. Effectively manages customer objections and offers knowledgeable product support to demonstrate value and build loyalty. Includes inbound and outbound phone support and email correspondence
• Takes initiative and ownership over the customer experience by identifying opportunities for an improved experience and facilitating smooth and efficient resolutions that meet and exceed customer expectations
• Focuses on repairing each negative customer experience by actively listening, building trust, following through, and providing resolutions that improve sentiment and reduce customer effort
• Initiates and tracks resolution action items, documents and communicates with accuracy and detail, and tracks customer feedback, needs, and special considerations. Proactively sets appropriate expectations as both an advocate for the customer and a representative of the company
• Uses Five9, Intercom, and other tools such as GSuite and Slack to track and follow through on action items and document resolution plans and progress
• Attends weekly meetings, trainings, coaching sessions, and touch bases as scheduled and shares frontline insights with team leadership to help drive continuous improvement in our customer experience
• Serves as a subject matter expert and brand ambassador for all of our brands, with the ability to speak to and support all of our products, processes, and services

The responsibilities described above are not exhaustive. You may be asked, from time to time and as reasonably required by business needs, to perform other duties consistent with your skills and role, including work for or on behalf of our related entities. This job description does not constitute a contract of employment and may be modified at any time, subject to applicable law.

Skills & Qualifications:

• Minimum of 2 years of relevant experience in a fast-paced, growth-oriented environment
• Excellent written and spoken English including strong communication skills and ability to recall and coherently summarize complex issues and situations
• Comfort with and experience directly handling a high volume of escalated customers via phone and email, diffusing negative customer experiences with strong resolution, empathy, and positive redirection skills
• Strong interpersonal skills with a resilient, positive mindset and the ability to bring an upbeat, professional, and respectful approach to both internal and external customers.
• Skilled communicator with the ability to recognize, understand, and appropriately respond to a wide range of customer sentiments with utmost professionalism and thoughtfulness
• Comfortable communicating with others within the organization promptly and professionally and providing front-line perspectives on key issues
• Experience and proficiency with creative problem-solving, critical thinking, and troubleshooting
• Highly organized with strong attention to detail and an ability to discern, document, and promptly follow through across multiple areas of customer dissatisfaction or concern
• Accountable and consistent performer with a desire to grow, driven by excellence and committed to exemplifying Resident’s core values consistently
• Ability to consistently meet expectations and performance goals
• Comfortable and familiar with working from home, highly focused and self-motivated team player, bringing an upbeat, professional, and respectful approach to every customer, leader, and coworker each day
• Experience and proficiency in web-based tools and technology such as Google Suite, Slack, and Asana with the ability to type 50+ WPM
• Experience working with a BPO or hybrid team
• Demonstrates curiosity and adaptability in adopting new technologies and AI solutions to support evolving business needs and future growth.

What We Offer (subject to eligibility requirements):

• Remote-first workplace (since 2016!)
• Competitive Salary
• Health, Vision & Dental Insurance
• HSA company contributions
• 401K with company match component
• Take what you need Paid Time Off
• Wellness benefits
• WFH office and cell phone/internet stipend
• A FREE MATTRESS plus an awesome Friends and Family discount!