At Factory Direct Enterprises LLC d/b/a Ashley (FDE), we are committed to "Amazing" our Team Members by supporting their journey toward becoming their best selves. This commitment is reflected in our competitive compensation, benefits, culture, and growth opportunities, all of which align with our vision of being the employer of choice in every community we serve. 

Who We Are: 

#1 Selling Furniture Brand in the World

#1 Retailer of Furniture and Bedding in the United States

As an industry leader, we offer the best compensation package in the furniture industry, including: 

Competitive Commission Based Salary ranging from $40,000 - $90,000 annually based on performance and company success.

Compensation base includes a Yearly Bonus Structure based on personal performance and company success

Ashley Cares Academy: A comprehensive, paid 2-week training program to equip you for success.

Presidents and Premier Programs: Offering additional Weekly bonus opportunities.

Incentive-Based Trips and Quarterly & Annual Awards to recognize top performance through our Jackpot Bonus Porgram.

401(k) Program: with a company match.

Paid Time Off and Holiday Pay, including your birthday.

Benefits: Medical, Dental, and Vision Benefits starting as low as $25 a week.

Referral Bonuses: Earn up to $1,000 in a referral bonus for qualified candidates hired for open positions.

Competitive Advantage: Eligibility for the FDE G3 Profit-Sharing Program, designed to reward disciplined execution, responsible growth, and shared company success through annual incentive payouts.

Our Culture and Team Member Programs: At FDE, we pride ourselves on a culture of recognition and growth. We believe in investing in our team and value their feedback through programs like Employee Surveys. Our Ashley Cares programs highlight our commitment to our team, our guests, and our communities, including: 

Hope to Dream: For every mattress sold, a portion of the proceeds is used to purchase and donate beds to children in need (ages 3-16).

Give a Day: Every Team Member is encouraged to volunteer for one day per year with an approved organization, and we'll pay you for that day.

Corporate Chaplains: Providing support in areas such as grief care, hospital visits, marriage and parenting support, aging parents, and stress management.

Life Resources: Quarterly events supporting Team Members in areas like finances, relationships, health, and wellness.

Team Member Relief Fund: Offering financial support for unexpected life events.

SmartDollar: A FREE financial wellness program to help you budget, reduce debt, and save for the future.

Position Summary

As an OmniChannel Home Furnishings Advisor (OMNI HFA), you will be responsible for delivering a unique, personalized, and memorable guest experience through FDE's digital and omni-channel sales platforms. You will serve as an ambassador for our Mission, Vision, Core Values, and Strategic Anchors while guiding guests through their home furnishing journey via phone, email, chat, text messaging, social media leads, and other digital communication channels.

As a trusted advisor and subject matter expert, you will leverage relationship-building skills, product knowledge, and consultative selling techniques to identify guest needs, recommend solutions, and create meaningful connections that drive revenue and long-term loyalty. The OMNI HFA provides a seamless experience that mirrors the quality and service expectations of an in-store Ashley experience while utilizing technology and omni-channel tools to meet guests wherever they choose to shop.

Essential Functions

Sales & Guest Service Excellence:

Sell the full range of Ashley products and services, including furniture, mattresses, accessories, financing options, protection plans, and sleep solutions by following the FDE Sales Process.

Respond to guest inquiries through phone, email, live chat, SMS/text messaging, website leads, social leads, and other approved communication channels.

Build meaningful relationships with guests by identifying needs, providing customized recommendations, and guiding purchasing decisions.

Maximize sales opportunities through effective product presentations, solution-based selling, financing discussions, and attachment opportunities.

Deliver a personalized virtual shopping experience that reflects the professionalism and hospitality of an Ashley showroom.

Maintain consistent communication with guests throughout the sales journey from initial inquiry through delivery and post-sale follow-up.

Lead Management & Conversion:

Manage assigned leads and guest inquiries in accordance with established response time standards.

Utilize multiple communication platforms simultaneously while maintaining quality interactions and exceptional service.

Execute follow-up activities to improve lead conversion, guest retention, and overall sales performance.

Build and maintain a personal digital lead pipeline through outreach, follow-up, referrals, and relationship development.

Generate showroom opportunities and collaborate with store teams to create a seamless omni-channel guest experience.

Accurately document all guest interactions, notes, opportunities, and sales activity within company CRM and CXM systems.

Post-Sales Administration:

Complete all post-sale administrative responsibilities accurately and timely.

Process orders and transactions while ensuring guest expectations, delivery of information, financing details, and company policies are clearly communicated and documented.

Provide all necessary documentation and information to Customer Experience and Operations teams to ensure successful order execution.

Maintain accurate guest records and communication histories for future service and relationship-building opportunities.

Operational Excellence:

Partner with Customer Experience, Operations, Distribution, and Store Teams to ensure a seamless guest journey.

Maintain compliance with company policies, financing requirements, privacy standards, and sales procedures.

Demonstrate accountability for order accuracy, guest communication, and issue resolution.

Participate in training programs, coaching sessions, sales meetings, and development opportunities.

Utilize company technology and omni-channel tools effectively to maximize efficiency and performance.

Continuous Learning & Professional Development:

Focus on personal growth through participation in learning programs, coaching, and development opportunities.

Maintain expert-level knowledge of Ashley products, promotions, financing programs, protection plans, and company initiatives.

Actively participate in individual coaching sessions and team development meetings.

Continuously develop communication, sales, and technology skills to improve overall effectiveness and guest satisfaction.

Key Performance Indicators (KPIs):

Revenue & Sales Performance

Sales Volume

Average Sale

Number of Sales Generated

Average Items Per Sale

Net Gross Margin

Protection Attachment Rate

Sleep Attachment Rate

Financing Percentage

Return Rate

Showroom Leads Generated

Omni Performance

Lead Response Time

Lead Conversion Rate

Guest Contact Completion Rate

Follow-Up Completion Rate

CRM/CXM Activity Compliance

Daily Engagement Standards

Guest Experience

Net Promoter Score (NPS)

Guest Satisfaction Scores

Order Accuracy

Return Percentage

Online Reviews and Guest Feedback

Additional Duties:

Attend meetings, training sessions, and development programs as required.

Support special projects and organizational initiatives.

Perform additional duties as assigned to support business objectives and guest experience standards.

Schedule Expectations

The OmniChannel Home Furnishings Advisor is expected to support guest demand across all omni-channel sales platforms.

Must maintain availability during operating hours of 8:00 AM – 10:00 PM, seven (7) days per week.

Must work a minimum of 40 hours per week.

Schedule may include mornings, evenings, weekends, holidays, and peak business periods.

Weekend availability is required.

Scheduling will be determined based on business needs, lead volume, staffing coverage, and organizational priorities.

Overtime may be required during promotional events, holidays, and other peak business periods.

Consistent attendance, responsiveness, and availability during scheduled hours are essential job functions.

Sample Shift Structures

8:00 AM – 4:30 PM

10:00 AM – 6:30 PM

11:00 AM – 7:30 PM

1:30 PM – 10:00 PM

Actual schedules are subject to business needs.

Education & Experience Requirements

Required

High School Diploma or GED.

Minimum of one (1) year of sales, customer service, or contact center experience.

Strong written and verbal communication skills.

Ability to effectively multitask across multiple technology platforms and communication channels.

Proficiency with computers, web-based systems, and digital communication tools.

Preferred

Furniture, mattress, or home furnishings sales experience.

Call center, inside sales, or digital sales experience.

Experience utilizing CRM, chat, texting, and lead management systems.

Experience working in a commission-based or performance-driven sales environment.

Core Competencies

Team Members

Collaboration

Accountability

Communication

Continuous Learning

Guest Experience

Relationship Building

Consultative Selling

Service Excellence

Problem Solving

Process Improvement

Technology Adoption

Data Accuracy

Time Management

Process Compliance

Omni Home Furnishings Advisor

Skills