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Home Chat Jobs in Decatur, GA (NOW HIRING)

Ashley Global Retail, LLC

Customer Care Agent

Atlanta, GA · On-site

$15 - $20/hr

For over 75 years, Ashley Furniture has been the largest home furnishings manufacturer ... Deliver multi-channel support seamlessly across driver chat, customer chat, and voice channels.

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Home Chat information

What are the key skills and qualifications needed to thrive as a Home Chat Agent, and why are they important?

To thrive as a Home Chat Agent, you need excellent written communication skills, fast and accurate typing, and a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, live chat platforms, and basic troubleshooting tools is typically required. Strong problem-solving abilities, patience, and the capacity to multitask set outstanding agents apart. These skills are vital for providing efficient, high-quality support and ensuring customer satisfaction in a remote environment.

What are the biggest challenges faced by home chat support agents, and how can they be addressed?

Home chat support agents often face challenges such as maintaining productivity in a remote environment, managing multiple simultaneous conversations, and ensuring clear communication without in-person cues. To address these, many companies provide robust training, regular check-ins with supervisors, and access to a knowledge base or support tools. Developing strong time management skills and setting up a dedicated, distraction-free workspace can also help agents stay focused and deliver high-quality customer service.

What is a Home Chat job?

A Home Chat job typically refers to a remote position where individuals provide customer support, sales assistance, or general help to clients or customers via online chat platforms, all from the comfort of their home. These roles often require strong communication skills, typing proficiency, and the ability to multitask across different software or chat windows. Companies hire home chat agents to handle inquiries, troubleshoot issues, and offer guidance in real-time, making it a convenient work-from-home opportunity for many people.

What is the difference between Home Chat vs Customer Service Representative?

AspectHome ChatCustomer Service Representative
Required CredentialsHigh school diploma or equivalent; training providedHigh school diploma or equivalent; often additional certifications
Work EnvironmentRemote, online chat platformCall centers, retail, or office settings
Industry UsageCustomer support via live chatCustomer support via phone, email, or in person
Common Search/ComparisonYesYes

Home Chat roles focus on providing customer support through live online chat platforms, often remotely. Customer Service Representatives may work in various environments, including call centers or retail, handling multiple communication channels. While both roles involve customer support, Home Chat emphasizes online chat interactions, whereas Customer Service Representatives may handle calls, emails, and in-person inquiries.

What are popular job titles related to Home Chat jobs in Decatur, GA? For Home Chat jobs in Decatur, GA, the most frequently searched job titles are:
What job categories do people searching Home Chat jobs in Decatur, GA look for? The top searched job categories for Home Chat jobs in Decatur, GA are:
What cities near Decatur, GA are hiring for Home Chat jobs? Cities near Decatur, GA with the most Home Chat job openings:
Home Chat jobs near you
Customer Care Agent

Customer Care Agent

Ashley Global Retail, LLC

Atlanta, GA • On-site

$15 - $20/hr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 19 days ago

Ashley Furniture rating

6.1

Company rating: 6.1 out of 10

Based on 278 frontline employees who took The Breakroom Quiz

33rd of 46 rated furniture manufacturers

Job description

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
Our Local Customer Care Agent is the operational backbone of our delivery ecosystem, supporting delivery recovery and customer communication across our Fulfillment Centers. These agents manage a demanding multi-channel workload that includes serving as the primary point of contact for all "hot" deliveries-any delivery that was not landed 100% and requires customer recovery. The team also manages our VIP process, which includes inspecting products and sending photos to customers to help manage expectations. Additionally, Customer Care Agents handle sending time frame communication, managing complex cases, communicating with customers regarding delivery complications at load out, supporting retail store teams, and maintaining proactive customer communication throughout the delivery and recovery journey.
What You'll Do
Delivery Recovery & Issue Resolution
  • Handle hot delivery recoveries by identifying and addressing immediate challenges on the delivery route.
  • Monitor active recoveries in real-time to ensure timely resolution of delivery delays or product issues.
  • Resolve delivery issues before customer escalation by proactively identifying potential problems and implementing solutions.
  • Coordinate with Regional Fulfillment Centers (RFCs) to arrange same-day and next-day recovery deliveries.
  • Track recovery requests accurately across various RFC-specific systems and databases.
  • Notify customers promptly of any delivery issues or delays discovered during the load-out or routing process.

  1. VIP & Escalation Support

  • Provide elevated, white-glove service for VIP customers and complex, high-priority orders.
  • Handle escalated delivery issues with empathy, professionalism, and a focus on immediate resolution.
  • Coordinate closely with Store Operations and RFC personnel to align on solutions for escalated cases.
  • Process recovery requests strictly within established response time windows to minimize customer wait times.
  • Navigate multiple systems simultaneously, including Package AI, Storis, and Salesforce, to track orders and document resolutions.
  • Document VIP processes accurately while maintaining strict adherence to Standard Operating Procedures (SOPs).

  1. Cross-Functional Operations & Multi-Channel Support

  • Deliver multi-channel support seamlessly across driver chat, customer chat, and voice channels.
  • Perform real-time problem-solving and make independent decisions to resolve logistical and customer service challenges.
  • Execute escalation management protocols effectively when issues exceed standard resolution parameters.
  • Maintain a proactive service model focused on issue prevention rather than just reaction.
  • Apply comprehensive knowledge of company return policies, exchange processes, and warranty claims to assist customers.
  • Demonstrate a strong understanding of delivery logistics, routing, and recovery operations.

  1. Store & Customer Partnership

  • Serve as the critical link between retail stores and customers, ensuring unresolved issues are addressed with expert attention.
  • Restore customer confidence and provide world-class experiences, especially in situations where service gaps have occurred.
  • Own every customer issue from start to finish, demonstrating an unwavering commitment to exceptional service and follow-through.
  • Complete any additional tasks or special projects assigned by management to support operational goals.

  • Complete any additional tasks assigned by management.

What You Bring
  • Legally authorized to work in the US

  • At least 18 years old

  • 1-2 years' experience in fast-paced environments, bilingual preferred
  • Excellent phone etiquette, while expressing patience and professionalism with a customer-focused mindset
  • Strong problem-solving skills, attention to detail while working in a fast-paced environment
  • Experience with chat, phone and email support; including proficient in computer systems and programs such as Microsoft office and CRM systems

  • Maintain reliable attendance

  • Thrive in a team environment

What's In It for You
When you join us, you are eligible to participate in our comprehensive benefits programs, which include:
  • Extended health, dental benefits, and vision insurance

  • Employee Discount from 10% - 30%

  • Life/Disability Insurance

  • Flex Spending Account

  • 401K

  • Paid Time Off

Ashley values its diversity and is proud to be an equal opportunity employer. All employment decisions are made on the basis of an individual's skills, qualifications, merit, and business needs.
To learn more about Ashley Furniture, our community engagement programs, environmental stewardship, and our core values, please visit our Corporate Social Responsibility information page: Corporate Social Responsibility
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

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