Job Description

Customer Service Supervisor

Build Your Career with Ashley Furniture- Where Innovation Meets Comfort

Who We Are:

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 an unwavering commitment to excellence. We persevere through challenges, push beyond the status quo, and constantly seek better ways to deliver an exceptional customer experience. Our solutions-first mindset and dedication to growth are why Ashley remains #1 in our industry.

If you're ready to grow, you've come to the right place. With a true "Growth Mindset," Ashley Furniture invests in developing future leaders and helps every team member learn from the best in the business.

If you are a current Ashley employee: Please login to your UKG account and apply using the internal job board.

Summary:

The Customer Service Supervisor is responsible for overseeing the daily operations of the Call Center Service team, ensuring exceptional customer service delivery and team performance in support of Ashley Furniture's customer experience goals. This role provides leadership, coaching, and operational oversight to service representatives while driving performance, customer satisfaction, and continuous improvement initiatives. The Customer Service Supervisor serves as a key resource for escalated customer concerns and helps foster a customer-focused, high-performing team culture.

Responsibilities:

Team Leadership & Coaching

• Supervise, motivate, and develop a team of Customer Service Representatives.
• Provide ongoing coaching and guidance related to customer inquiries, order management, issue resolution, and service excellence.
• Foster a positive, collaborative, and accountable work environment.
• Conduct regular one-on-one meetings to support employee development and performance.

Performance Management

• Monitor and evaluate individual and team performance against established goals and service metrics.
• Track key performance indicators (KPIs) including call quality, average handle time, response times, productivity, and customer satisfaction scores.
• Identify performance gaps and implement coaching plans to improve results.
• Recognize and reward strong performance while addressing performance concerns professionally and promptly.

Customer Experience & Escalation Management

• Ensure customers receive timely, accurate, and professional service across all interactions.
• Serve as the primary escalation point for complex customer issues and service recovery situations.
• Partner with internal departments to resolve customer concerns and improve service outcomes.
• Promote a customer-first culture aligned with Ashley Furniture's brand standards and values.

Quality Assurance

• Conduct regular call monitoring, quality reviews, and service audits.
• Provide constructive feedback and training to improve communication skills, product knowledge, and service effectiveness.
• Ensure compliance with company policies, procedures, and customer service standards.
• Support continuous improvement efforts to enhance the customer experience.

Workforce & Schedule Management

• Create and manage team schedules to ensure adequate staffing coverage during business hours.
• Monitor call volumes and staffing needs to maintain service levels.
• Approve time-off requests and manage attendance in accordance with company policies.
• Adjust staffing plans based on operational demands and business needs.

Reporting & Operational Excellence

• Analyze call center data and trends to identify opportunities for process improvement.
• Prepare and communicate performance reports, service metrics, and operational updates.
• Collaborate with leadership to implement initiatives that improve efficiency, customer satisfaction, and team effectiveness.
• Support departmental goals, strategic initiatives, and organizational objectives.

Training & Development

• Assist with onboarding and training of new team members.
• Facilitate ongoing training and skill development programs.
• Ensure representatives remain informed on products, policies, procedures, and system updates.
• Support career growth and succession planning within the team.

Qualifications:

Required Qualifications

• High School Diploma or GED required; Associate's or Bachelor's degree preferred.
• Minimum of 2 years of supervisory, team lead, or leadership experience in a call center or customer service environment.
• Strong leadership, coaching, and employee development skills.
• Excellent verbal and written communication skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Proficiency with call center systems, customer relationship management (CRM) tools, and Microsoft Office applications.
• Strong problem-solving, conflict resolution, and decision-making abilities.

Additional Qualifications, preferred:

• Experience within retail, furniture, or consumer products industries.
• Knowledge of furniture retail operations, order management, and customer service best practices.
• Experience with workforce management, quality monitoring, and performance reporting tools.
• Bilingual communication skills are a plus.

Work Environment:

This position is located in a climate-controlled office environment with standard lighting and moderate noise levels typical of professional workspace settings. The role primarily involves sitting at a desk for extended periods while working with computers, phones, and other office equipment. The collaborative environment includes interaction with team members and may require attendance at meetings, conference calls, and cross-departmental communications during regular business hours.

Benefits We Offer:

• Health, Dental, Vision, Employee Assistance Program
• Paid Time Off; increases with years of service
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Tuition Assistance
• Ashley Wellness Centers (location specific)
• 401(k) and Profit Sharing
• Life Insurance

Our Core Values:

• Honesty & Integrity: Acts with transparency, discretion, and ethical judgment. Trusted to handle sensitive information and provide accurate, unbiased insights.
• Dirty Fingernail: Takes full accountability for outcomes, not just tasks. Inspects details, ensures data accuracy, and follows through to completion.
• Continuous Improvement: Actively seeks better ways to improve templates, tools, and processes. Learns from prior initiatives and embeds lessons into standard work.
• Growth & Results Focus: Understands how transformation initiatives drive growth, cost reduction, and profitability. Keeps work aligned to enterprise priorities.
• Culture of Leadership: Leads through influence, reliability, and example. Builds trust across functions and supports leaders at every level.
• Customer-Centric & Boundaryless: Works across silos for the greater good of the organization. Ensures outputs meet the needs of executives, initiative owners, and teams.
• Operational Excellence: Demonstrates strong organizational discipline, attention to detail, and the ability to translate ambiguity into clear, executable tools.

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