Customer Experience Advisor, Delivery & Restoration

Broad River Retail; Fort Mill (SC); Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

Monthly bonus

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) with match

Paid time off

Employee discount 40%

Job summary

Broad River Retail is seeking a dedicated Customer Experience Advisor to join our Contact Center. You will be the primary point of contact for service, delivery issues, escalations, and sensitive cases, communicating with customers and internal partners by email, phone, and other channels to resolve matters.

Remote position following onsite training, with occasional onsite meetings. You will own cases, use Ashley Direct, STORIS, Package AI, and Freshdesk, analyze root causes, and collaborate

Qualifications

• Experience in customer service or contact center operations.
• Excellent written and verbal communication skills.
• Ability to multi-task and manage competing priorities.

Responsibilities

• Handle service, delivery, and restoration cases and escalations.
• Communicate resolutions to customers and internal partners clearly.
• Lead root-cause analysis and implement proactive solutions.
• Collaborate across Retail, Operations, Delivery and Customer Care.
• Maintain performance metrics and prepare case summaries for leadership.

Skills

Customer service

Communication

Problem solving

Time management

Team collaboration

Tools

Freshdesk

STORIS

Ashley Direct

Job description

Customer Experience Advisor, Delivery And Restoration

AT A GLANCE

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

DAY IN THE LIFE AS A MEMORY MAKER

• 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 initiative

WORKPLACE ENVIRONMENT

Schedule

• Full-time

Work Setup

• Remote position following onsite training, with occasional onsite team meetings. Employees must arrange a distraction-free workspace for virtual meetings and calls.

Physical Requirements

• Extended periods of sitting, standing, and moving may be required

Perks And Benefits

• 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.

OUR CULTURE AND COMMITMENT

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. #BRRCoporate