Customer Experience Specialist

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:

As a Customer Experience Specialist, you will play a key role in ensuring customer orders are completed accurately and efficiently across Wisconsin, Illinois and Upper Michigan while serving as a trusted point of communication for customers, technicians, and internal teams.

Monday through Friday with occasional weekends as needed.

Your responsibilities will include:

• Represent the company through clear, professional, and effective customer communication.
• Provide administrative support for customer orders created by Sales and Operations teams.
• Support road technicians by coordinating information, documentation, and service needs.
• Understand, interpret, and clearly communicate warranty coverage and processes to customers and internal partners.
  
  

What you will be doing each day:

• Build rapport with customers and delivery drivers through phone and internal messaging systems.
• Operate AI-powered logistics and order management software.
• Support the end-to-end order fulfillment process across the enterprise.
• Provide real-time support and timely resolution for customer and delivery-related issues.
• Facilitate cross-department communication to drive efficient customer resolutions.
• Manage high volumes of inbound and outbound calls while maintaining professionalism and accuracy.
• Remain focused, prioritize effectively, and adapt quickly during service disruptions.
• Accurately document customer interactions, invoices, and transaction records.
• Ensure appropriate updates and follow-up actions are completed to fully resolve customer concerns.
• Maintain careful attention to detail and thoroughness in completing tasks.
• Use computer systems to enter, update, and process information accurately.
• Represent the organization professionally when communicating with customers, partners, and external contacts.
  
  

The responsibilities outlined in this position description are a guideline for the general duties of the position and are not exhaustive of all duties inherent in the job

We are looking for individuals with:

• Preferred but not required; 1-2 years retail experience and/or customer service experience
• Ability and the willingness to work over the phone.
• Ability and the willingness to work retail hours, including evenings, weekends, and some holidays.
• Strong organizational and data entry skills
• Spanish-speaking candidates strongly encouraged to apply
  
  

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

BostonFAM is an Equal Opportunity Employer