Customer Experience Advisor, Delivery & Restoration

Customer Experience Advisor, Delivery & Restoration

Broad River Retail is looking for a dedicated Customer Experience Advisor to join our elite problem-solving team in the Contact Center. This position serves as a critical point of contact for customer service and delivery issues, escalations, and highly visible or sensitive cases. You will also take the lead in communicating with customers and internal business partners via email, phone, and other platforms to resolve service and delivery matters. Candidates must have a positive, solution-oriented mindset and the ability to think critically to improve overall productivity and efficiency.

Take ownership and effectively manage multiple customer cases related to service, delivery, and restoration through resolution using multiple systems (e.g., Ashley Direct, STORIS, Package AI, Freshdesk).

Utilize the STORIS system to manage and maintain your individual Book of Business (BOB) efficiently.

Provide outstanding customer service by clearly communicating resolutions and next steps to customers and internal business partners in both verbal and written forms. Handle escalated service, repair, or delivery issues with professionalism and grace.

Conduct root cause analysis and provide proactive solutions to prevent similar issues for future customers. Foster collaboration across departments, including Retail, Operations, Delivery, and Customer Care.

Actively achieve or exceed established performance metrics. Prepare case summaries, insights, and recommendations for senior leadership. Maintain a balance between company policy and customer needs through problem-solving and creative thinking. Participate in team meetings, contribute to ongoing process improvements, and support new initiatives.

Full-time remote position following onsite training, with occasional onsite team meetings. Employees must arrange a distraction-free workspace for virtual meetings and calls. Extended periods of sitting, standing, and moving may be required.

Competitive salary (based on experience). Monthly bonus opportunities. Medical, dental, vision, and life insurance. Paid time off, 401(k) with company match, and paid holidays. 40% employee discount at Ashley HomeStore. Opportunities for career growth and advancement. Fun team-building events, social gatherings, book clubs, and competitions with great prizes! Scholarship fund, paid time off for volunteering and voting, and purpose-driven events with inspiring speakers.

At Broad River Retail, we believe in "Furnishing Life's Best Memories." Our Memory Makers foster meaningful connections, not only with our guests but also within their families, communities, and teams. We take pride in creating a diverse, inclusive, and growth-oriented workplace where everyone feels valued and respected. As the largest Ashley Furniture HomeStore licensee in the Carolinas and Georgia, Broad River Retail is committed to excellence, innovation, and delivering a premier customer experience. Join our journey and be part of a team that's transforming the industry while building a vibrant and supportive workplace.

Qualifications:

Experience: 3+ years in a high-volume customer service or call center role, with a proven ability to manage escalated situations.

Skills: Strong decision-making and problem-solving abilities. Exceptional communication skills (verbal and written). Proficiency in Microsoft Office (Word, Excel, Outlook) and experience with ERP/order management systems preferred. Ability to maintain composure and professionalism in fast-paced, stressful situations. Strong organizational skills and a keen attention to detail. Emotional intelligence and conflict resolution capabilities. Mindset: A positive, "can-do" attitude with a sense of urgency and passion for helping others.