Virtual Technician
For over 75 years, Ashley Furniture has been the largest home furnishings
manufacturer, transforming homes worldwide. With our customer base continuously
growing, we are expanding our reach by opening more stores to meet the
increasing demand. Our dedication to quality, style, and affordability has
solidified our reputation as a trusted and recognized brand worldwide.
Purpose at Ashley
The Virtual Technician is responsible for providing excellent customer service
to our Enterprise HomeStores and Customer Care associates as well as our
HomeStores consumers. This position will spend most of the workday listening to
internal and external customers’ concerns and troubleshooting to solve technical
problems to ensure customer satisfaction while keeping the goals of the company
in mind.
The Virtual Technician will maintain prompt, efficient and accurate data entry
to ensure customer satisfaction. This position will exhibit superior customer
service with their profound knowledge of product, vendor warranties, and a broad
understanding of customer service philosophy. This position will provide support
and assistance to internal and external customers and demonstrate
self-motivation, customer persuasion, and customer understanding. The Virtual
Technician will provide information/guidance while keeping customer satisfaction
and retention as a guiding factor.
What You Will Do
Professionally communicate with internal and external customers including
HomeStores staff, service technicians, distribution center staff, and
delivery drivers throughout the business day using a variety of methods while
simultaneously using the computer to take care of any technical concerns as
requested by the customer.
Manages day-to-day phone calls, emails, and Teams chats from External
Customers, LCC, HCC, OCC, and HomeStores requiring Tech knowledge such as
Warranty, Repair Options, and Part availability.
Work with Delivery Teams and Dispatch (with the intent to keep the product in
customer home) by troubleshooting concerns and answering questions.
Uses Extensive product knowledge (Function, Design How to Use, Repair Options
providing How to Videos) to troubleshoot through the following communication
vehicles: text, videos calls, email, and audio calls.
Conduct ride along with Service Technicians to maintain skills and knowledge
of furniture repairs and required actions.
Partner with Technician Leadership to ensure awareness of new product
lines (i.e., Design changes, functional changes, assembly changes/Mechanical
changes).
What You Bring
High School Diploma or GED, Required
5 years of "in-home" furniture repair experience including corner damage
rebuilds, leather/vinyl repair, blind stitch, double blind stitch, and
decorative stitch on leather required.
5 years of in person/face to face, live customer service experience required.
Strong attention to detail
Excellent verbal and written communication skills
Excellent people skills
Effective time management and organizational skills
The ability to collaborate professionally with customers and co-workers to
efficiently serve our customers, treating both with enthusiasm and respect.
Display empathy, understanding, and patience with employees and external
customers.
What’s In It for You
When you join us, you are eligible to participate in our comprehensive benefits
programs, which include:
Health, dental benefits, and vision insurance
Employee Discount from 10% - 30%
Life/Disability Insurance
Flex Spending Account
401K
Paid Time Off
Learn more about who we are and the causes we support here
Apply now and find your home at Ashley!