Customer Experience Advisor

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 needsTake ownership and effectively manage multiple cases through research, resolution to include documenting each Customer interaction within appropriate CX SystemsClearly communicate resolution and next steps to customers and internal business partners, in both verbal and written formProvide customers with accurate and complete information using multiple tools and systemsHandle highly escalated contacts with professionalism, empathy, and positivityMaintain a balance between company policy and customer benefit while handling and resolving issuesResolve product or service issues by identifying the root causeFoster relationships with internal departments, including Retail, Delivery and Service partnersActively achieve or exceed established performance metrics as defined by managementWORKPLACE ENVIROMENT:While performing the duties of this job the employee is:This role is a work from home position after training is completed onsiteOccasional onsite team meetingsEmployees must arrange an appropriate workspace that ensures their productivity. Must be able to take participate in virtual meetings, on-camera, and calls with minimal distractionPhysical requirements such as extended periods of sitting, standing, and movingIn 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 locationsInternal Opportunities for career growth and advancementCULTURE 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.WHAT YOU’LL NEED TO SUCCEED:Previous experience in a high-volume call center or similar environmentMinimum of two (2) years of customer service experienceStrong cognitive skills required; including the ability to learn quickly, handle multiple complex tasks simultaneously and be highly productive without needing much supervisionExcellent organizational skills, professional verbal communication by phone and in-person, excellent written communication skills and a thorough understanding of customer service best practicesAbility to prioritize competing priorities with tight deadlines with a strong work ethicAbility to understand and ensure compliance with policies and proceduresAbility to maintain composure and professionalism in stressful situationsAbility to work nights, weekends, holidays and after hours during peak periodsStrong computer skills to include Microsoft Office, Outlook and TEAMSStrong decision-making and problem-solving skillsKnowledge of or experience in the furniture industry is preferred but not required #J-18808-Ljbffr