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Job Description
Customer Experience Solutions Specialist•
Arcadia, WI or Tampa, FL Pay:
$18.00•22.00 per hour + shift differentials | Full-Time, On-Site About Ashley At Ashley, inspiring the love of home is at the heart of everything we do. As the world's largest manufacturer of home furnishings, we're more than a business — we're a family driven by innovation, competitiveness, and a solutions-first mindset. We push beyond the status quo and constantly seek better ways to deliver an exceptional customer experience. If you're ready to grow and want to learn from the best in the business, you're in the right place. If you are a current Ashley employee: Please login to your UKG account and apply using the internal job board. Location Options We are hiring one Customer Experience Solutions Specialist for either of the following onsite locations: Arcadia, WI•Corporate Headquarters Tampa, FL•Ybor City Office This is a 100% on-site role. Remote work is not available. Role Overview When a customer's high-value order arrives damaged, a delivery has been rescheduled multiple times, or a billing dispute has escalated, the Customer Experience Solutions Specialist steps in. This is not a high-volume, scripted call center role. It is an analytical, investigative position focused on complex, escalated issues that other teams could not resolve.
You will:
Own escalated customer cases from start to finish Investigate what happened using Ashley's systems and tools Coordinate with multiple departments to resolve issues Recommend changes to prevent similar issues in the future Key Responsibilities Investigate Complex Customer Issues Handle escalated cases involving delivery problems, warranty disputes, billing errors, and product quality concerns Review case history, delivery notes, images, and account information to understand what went wrong Perform root cause analysis on individual cases and patterns across cases Coordinate Multi-Team Solutions Work across Stores, Warehouses, Delivery Operations, Finance, and other corporate teams Navigate gray areas and apply judgment to balance customer satisfaction with company policies and business risk Assist with BBB, legal, or regulatory-related cases by gathering and documenting relevant facts Drive Continuous Improvement Identify recurring issues and recommend policy or process adjustments Document findings and trends to inform leadership and process owners Contribute to refining customer journeys to reduce escalations and improve satisfaction Communicate Professionally Across Channels Interact with customers by phone, email, and chat De-escalate frustrated customers who may have already worked with multiple departments Document all actions and decisions clearly and accurately for potential legal and compliance review What Success Looks Like You take full ownership of cases instead of passing them along You are comfortable "digging in" to ambiguous situations to find facts You can explain complex situations clearly to both customers and internal stakeholders You identify not only how to fix today's issue, but how to prevent similar issues tomorrow
Qualifications Required:
Experience resolving escalated customer issues (beyond Tier 1 or script-only service) Demonstrated ability to investigate problems and perform root cause analysis Strong critical thinking and decision-making skills Excellent written and verbal communication, including precise case documentation Proven experience working with multiple systems (CRM, order management, or similar) Ability to work on-site in either: Arcadia, WI (strongly preferred), or Tampa, FL (Ybor City) Legally authorized to work in the United States without current or future sponsorship
Preferred:
Experience with BBB complaints, legal disputes, or regulatory inquiries Background in: Furniture/retail/eCommerce Warranty, claims, or insurance Financial services or other regulated environments Process improvement, quality assurance, or root cause analysis experience Bilingual in English/Spanish is a plus
Schedule & Compensation Base Pay:
$18.00•22.00 per hour (commensurate with experience) Work Environment Arcadia, WI•
Corporate HQ:
On-site in a corporate office environment Close collaboration with core Customer Experience and operations teams Tampa, FL•
Ybor City:
On-site in our Ybor City office (near 7th Ave entertainment district) Collaborative office environment Please note: increased on-site parking demand for later shifts has made Arcadia a more flexible location operationally for this role Both locations offer: Climate-controlled, professional office setting Standard office equipment: computer, phone/headset, monitors Regular interaction with cross-functional partners and leadership Benefits We Offer Health, Dental, Vision, Employee Assistance Program Paid Time Off (PTO), increasing with years of service Generous Employee Discount on Ashley home furnishings Professional Development and Career Growth Opportunities Tuition Assistance Ashley Wellness Centers (location specific) 401(k) and Profit Sharing Life Insurance Our Core Values in
This Role Honesty & Integrity:
Handle sensitive customer and corporate information with discretion and accuracy. Accountability ("Dirty Fingernail"): Own cases end-to-end, inspect the details, and follow through.
Continuous Improvement:
Use what you learn from cases to recommend better processes and policies.
Growth & Results Focus:
Understand how reducing escalations and improving service impacts the business.
Culture of Leadership:
Lead by example through reliability, professionalism, and sound judgment.
Customer-Centric & Boundaryless:
Work across departments to do what is best for the customer and the company.
Operational Excellence:
Bring structure and clarity to ambiguous issues and ensure execution. Is This Role Right for You? This role is a strong fit if you: Enjoy solving complex problems and "connecting the dots" Are comfortable taking responsibility for tough cases and standing behind your decisions Can remain calm and professional with frustrated customers Like collaborating with multiple teams to get things done Prefer depth and analysis over high call volume and scripts This role is not a fit if you: Prefer heavily scripted work with minimal judgment Are uncomfortable with conflict or escalated situations Need a remote or work-from-home setup Prefer basic Tier 1 customer service rather than complex problem-solving Additional Information To learn more about Ashley's Community Engagement, Environmental Stewardship, or our Core Values, please visit our Corporate Social Responsibility and Corporate Brochure on our website. We are an Equal Opportunity Employer and provide a drug-free working environment. While we appreciate the interest of all candidates, only those meeting specific position requirements may be contacted. This job description does not constitute a written or implied contract of employment. The company reserves the right to revise or change job duties and responsibilities as the need arises. Notice to
Search Firms:
We are not seeking assistance or accepting unsolicited resumes from search firms. We will not pay any placement, referral, or other fees to any search firms unless there is a valid, written agreement in place for this specific position, signed by an authorized representative of Ashley Furniture Industries.
Please note:
This position is not eligible for current or future employment sponsorship. Candidates must be legally authorized to work in the United States without the need for visa sponsorship now or at any time in the future.
Pay:
$18.00•$22.00 per hour
Benefits:
401(k) Dental insurance Flexible schedule Health insurance On-the-job training Paid time off Vision insurance
