Customer Experience Consultant

Customer Experience Consultant

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 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 currently seeking a Customer Experience Consultant (CXC) to join our Customer Experience Team in Fort Mill or Four Oaks. The position is responsible for resolving highly visible and sensitive customer issues along with case managing escalations received via phone, chat, or written communication. Candidates must have a positive 'can do' attitude with a sense of urgency to provide results.

Day in the life as this Memory Maker:

• Demonstrate enthusiastic support of corporate purpose, vision, mission, and core values. Fully embrace the Broad River Core Value of Customer Satisfaction
• Take ownership and effectively manage multiple escalated cases through resolution
• Clearly communicate problem resolution and next steps to customers and internal business partners, in both verbal and written form
• Handle highly escalated situations with grace, professionalism, and positivity
• Utilize internal and external resources to implement innovative ways to resolve customer concerns
• Resolve product or service issues by identifying the root cause
• Maintain a balance between company policy and customer benefit while handling escalated issues via transfer from the Retail Team or Customer Experience Team or written correspondence from external sources
• Actively achieve or exceed established performance metrics as defined by management
• Provide case summaries, analysis, and recommendations to Senior Leadership
• Develop and maintains positive, service-oriented relationships with other departments and retail stores
• Assists management with other projects, reports, and assignments as needed
• Follow defined process and policy standards across the department

Workplace environment:

• Remote role to include virtual training
• 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 & benefits:

• 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

Our commitment to you:

Broad River Retail is 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:

• 3 or more years' experience preferred in a high-volume call center or similar environment
• Ability to effectively read, write and speak English to communicate with customers
• Possess outstanding written and verbal communication skills, including proper pronunciation, grammar, and a consistently courteous and professional tone of voice
• Strong cognitive skills required; including the ability to learn quickly, handle multiple complex tasks simultaneously and be highly productive without needing much supervision
• Possess excellent administrative and organizational skills with a high degree of attention to detail
• Possess strong proficiency with Microsoft Office products specifically Word, Excel, and PowerPoint
• Ability to quickly learn and adapt to multiple computer applications
• Possess quick, decisive, and strong, effective decision-making abilities with purpose and accountability
• Results-driven and focused on team performance
• Ability to manage multiple priorities with tight deadlines and work independently
• Ability to identify both potential problems and opportunities, make recommendations, and initiate appropriate action
• Enjoy a fast-paced contact center environment with the ability to work a 40+ hour work week, including nights and weekends
• Professional, driven, positive, resilient, and achievement focused
• Excellent time-management skills
• Strong interpersonal and communication skills: a great listener and negotiator