Customer Experience Advisor II

Job Details

Job Location:

FORT MILL Corporate Site - FORT MILL, SC 29708AT A GLANCE:

Broad River Retail is currently seeking a Customer Experience Advisor II to join our Customer Experience Team in Fort Mill. The Customer Experience Advisor II 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.

• Effectively manage large volumes of customer contacts through multiple communication sources to meet various customer needs
• Take ownership and effectively manage multiple cases through research, and 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 experience while handling and resolving issues
• Identify the root cause of customer concerns to identify proper resolution
• Foster relationships with internal departments, including Retail, Delivery, Service and Scheduling partners
• Actively achieve or exceed established performance metrics as defined by management

While performing the duties of this job the employee is:

• This role is a work from home position after training is completed onsite
• Quarterly or as-needed onsite team meetings
• Employees must arrange an appropriate workspace that ensures their productivity.
• Must be able to participate in virtual meetings, on-camera 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.

• Hourly Rate of $18.25 depending on experience
• 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

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.

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.

• 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, 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