Customer Experience Advisor

Job Details: Job Location: FORT MILL Corporate Site - FORT MILL, SC, Salary Range: $18.50Hourly, AT A GLANCE:

Broad River Retail is currently seeking a part-time Customer Experience Advisors (CXA) to join our Customer Experience Team in Fort Mill. The CXA position is a point of contact for all customer issues, escalations, and highly visible and sensitive situations. This role will also respond to both customers and internal business partners via email and other forms of written communication in a professional and courteous manner. 

Candidates must have a passion for helping others, demonstrate empathy, and a sense of urgency to provide a memorable Customer Experience.  This role values personal connections and must work well in a collaborative team environment.  Candidates must have excellent communication, critical thinking, and problem-solving skills.  

DAY IN THE LIFE AS THIS MEMORY MAKER:

Effectively manage large volume of incoming calls to meet various customer's needs
Take ownership and effectively manage multiple cases through research, resolution to include documenting each Customer interaction within appropriate CX Systems
Clearly communicate resolution and next steps to customers and internal business partners, in both verbal and written form
Provide customers with accurate and complete information using multiple tools and systems
Handle highly escalated contacts with professionalism, empathy, and positivity
Maintain a balance between company policy and customer benefit while handling and resolving issues
Resolve product or service issues by identifying the root cause
Foster relationships with internal departments, including Retail, Delivery and Service partners
Actively achieve or exceed established performance metrics as defined by management

WORKPLACE ENVIROMENT:

While performing the duties of this job the employee is:

This role is a work from home position after training is completed onsite
Occasional onsite team meetings
Employees must arrange an appropriate workspace that ensures their productivity. Must be able to take participate in virtual meetings, on-camera, and calls with minimal distraction
Physical requirements such as extended periods of sitting, standing, and moving

In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations may be made to empower individuals with disabilities to undertake the essential duties and responsibilities of the position.

MEMORY MAKER PERKS AND BENEFITS:

Employee discount (40%) at BRR locations
Internal Opportunities for career growth and advancement

CULTURE SNAPSHOT:

Broad River Retail is an organization of integrity, diversity and culture working together for the purpose of ‘Furnishing Life’s Best Memories’. At Broad River, we call all our employees “Memory Makers.”  We do this because we know everyone that works for our Company has the power to make positive memories not only for our Guests, but also for their families, co-workers, and communities. 

We take pride in training and developing our teams so that they can provide a premier customer experience to every guest. Our Memory Makers are the driving force that has led us to being the largest and fastest growing Ashley Furniture licensee in the U.S. and landing us on the Top Places to Work list two years in a row in our industry.

OUR COMMITMENT TO YOU:

Broad River Retail is an EEOC compliant company and committed to creating a place where everyone feels respected, valued, and able to reach their full potential. Regardless of race, gender, religion, sexual orientation, age, disability, or if you’re parenting the next generation of Memory Makers, we firmly believe our work is at its best when everyone feels free to be their most authentic self.

 
Qualifications: WHAT YOU’LL NEED TO SUCCEED:

Previous experience in a high-volume call center or similar environment
Minimum of two (2) years of customer service experience
Strong cognitive skills required; including the ability to learn quickly, handle multiple complex tasks simultaneously and be highly productive without needing much supervision
Excellent organizational skills, professional verbal communication by phone and in-person, excellent written communication skills and a thorough understanding of customer service best practices
Ability to prioritize competing priorities with tight deadlines with a strong work ethic
Ability to understand and ensure compliance with policies and procedures
Ability to maintain composure and professionalism in stressful situations
Ability to work nights, weekends, holidays and after hours during peak periods
Strong computer skills to include Microsoft Office, Outlook and TEAMS
Strong decision-making and problem-solving skills
Knowledge of or experience in the furniture industry is preferred but not required