What are the responsibilities and job description for the Customer Experience Professional position at Boston FAM | d.b.a. Furniture & ApplianceMart and Ashley?
Brief Description
Service You Can Trust. Experience You Can Feel.
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 specialist 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:
BostonFAM is an Equal Opportunity Employer
#MP123
Service You Can Trust. Experience You Can Feel.
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 specialist 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:
- Manage service coordination, including diagnosing product issues, processing warranty claims, ordering parts, scheduling deliveries/installations, and overseeing service requests.
- 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.
- Assist with gathering and reporting customer feedback.
- Support service process improvements with CX leadership.
- Help identify frontline training needs based on recurring issues.
- Attend team meetings, briefings, and cross-functional discussions to support service alignment.
- Participate in ongoing training and development sessions.
- Availability to work a rotating weekend schedule
- 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.
- 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!
BostonFAM is an Equal Opportunity Employer
#MP123