Customer Experience Professional

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.

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.

We are looking for individuals with:

• 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.

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

 

#MP123

A retail chain selling furniture, mattresses, and home appliances.