Customer Experience Advisor

Broad River Retail; Fort Mill (SC); Hybrid; USD 21,000 - 29,000; Part time

Benefits offered by this job

Employee discount 40% at BRR locations

Career growth opportunities

Job summary

Broad River Retail is seeking a part-time Customer Experience Advisor (CXA) to join our Fort Mill team. The CXA serves as the primary contact for customer issues, escalations, and high-visibility situations, responding via email and written communication in a professional manner.

Candidates should demonstrate empathy, urgency, excellent communication, and problem-solving skills. The role offers a home-based position after onsite training and occasional team meetings.

Qualifications

• Minimum of two years of customer service experience.
• Experience in a high-volume call center or similar environment.
• Strong cognitive skills including quick learning and handling multiple tasks.
• Excellent organizational, verbal and written communication; knowledge of customer service best practices.
• Ability to prioritize competing priorities with tight deadlines and maintain a strong work ethic.
• Knowledge of or experience in the furniture industry preferred but not required.

Responsibilities

• Manage a large volume of incoming calls to meet customer needs.
• Take ownership and effectively manage multiple cases through research and resolution.
• Clearly communicate resolutions and next steps to customers and internal partners, verbally and in writing.
• Provide customers with accurate information using multiple tools and systems.
• Handle highly escalated contacts with professionalism, empathy, and positivity.
• Foster relationships with internal departments including Retail, Delivery and Service partners.

Skills

Customer service

Communication

Call center experience

Organization

Multitasking

Problem solving

Teamwork

Tools

Microsoft Office

Outlook

TEAMS

Job description

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