Customer Experience Specialist

AT A GLANCE:

Broad River Retail is currently seeking a Customer Experience Specialist (CXS) to join our Customer Experience Team in Fort Mill. The CXS is a point of contact for resolving escalated customer issues and providing internal support to the Customer Experience Advisors (CXA). This role is considered a Subject Matter Expert and plays a vital part in our new hire training program to onboard new Memory Makers.

This position will respond to both customers and internal business partners via email and other forms of communication in a professional and courteous manner. This role requires being detail oriented and possess strong problem solving and written and verbal communication skills.

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:

Handles and quickly resolves escalated customer issues with empathy and kindness

Provides internal support assistance to the Customer Experience Advisors in an efficient and kind manner

Assists with new hire training, mentor new and existing agents

Maintains strong working knowledge of policies and procedures, and recommends improvements as needed

Works with Customer Experience Leadership to identify individual and group training needs

Develops and maintains positive, service-oriented relationships with all Memory Makers regardless of department or location

Assists leadership with projects, reports, and assignments as well as other duties as assigned 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

High school diploma or equivalent

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 skillsWORKPLACE ENVIROMENT:

While performing the duties of this job the employee is:

This role is a work from home position after training is completed onsite

Supports on-site new memory maker training

Scheduled onsite team meetings

Employees must arrange an appropriate workspace that ensures their productivity. Must be able to 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:

Hourly Rate Medical, dental, vision, and life insurance options

Paid time off and 401K matching contribution

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…