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: The Customer Experience Professional is responsible for coordinating the setup of customer services, ensuring the smooth execution of deliveries and installations, and acting as a liaison between the company and the customer. This role involves managing service scheduling, handling inquiries, and resolving issues to ensure a seamless customer experience. The professional works closely with internal teams to optimize customer interactions and enhance overall satisfaction, supporting the company's commitment to high-quality service.
What you will be doing each day:
Serve as the primary customer liaison, communicating timelines, expectations, and follow-ups.
Oversee day-of delivery and installation coordination, handling changes and ensuring smooth execution.
Resolve customer inquiries and escalate issues when needed.
Maintain accurate records using CRM and scheduling tools.
Collaborate with logistics, operations, and sales to ensure accurate order processing and successful service delivery.
Uphold company policies and proactively maintain high customer satisfaction.
Support Duties
Assist with gathering and reporting customer feedback.
Support service process improvements with CX leadership.
Help identify frontline training needs based on recurring issues.
Participatory Duties
Attend team meetings, briefings, and cross-functional discussions to support service alignment.
Participate in ongoing training and development sessions.
What you should know:
Scheduled to work Thursday through Monday.
Working at both Madison East location.
Pay is starting at $18 per hour
We are looking for individuals with:
High school diploma required; additional degrees or certifications are a plus.
1-3 years of experience in customer service, product service, logistics coordination, or a related field.
Strong communication, problem-solving, multitasking, and organizational skills.
Proficiency with customer service software, CRM systems, and scheduling tools.
Collaborative, team-oriented mindset with the ability to work across departments.
Primarily office-based role with standard desk/computer work, occasional walking or standing, and limited travel for on-site coordination.
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