customer Experience Advisor II

Broad River Retail; Fort Mill (SC); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Health insurance

401K matching

Paid time off

Employee discount

Career growth opportunities

Job summary

Broad River Retail seeks a Customer Experience Advisor II to join its Fort Mill team. You will handle customer inquiries, work across multiple channels, and partner with internal teams to resolve issues with empathy and urgency.

The ideal candidate has strong communication skills, problem-solving ability, and a track record in fast-paced customer service. This role offers remote work after an onsite training period and quarterly team meetings.

Qualifications

• Experience in high-volume customer service environments.
• Strong written and verbal communication proficiency.
• Ability to research and resolve customer issues with empathy.

Responsibilities

• Manage large volumes of customer contacts across multiple channels.
• Take ownership of cases, researching and documenting interactions.
• Communicate resolutions and next steps clearly to customers and partners.
• Provide accurate information using multiple tools and systems.
• Handle escalated contacts with professionalism and empathy.
• Balance policy and customer experience while resolving issues.
• Identify root causes and coordinate with internal departments.
• Meet or exceed performance metrics defined by management.

Skills

Customer service

High-volume calls

Communication skills

Problem solving

Written communication

Team collaboration

Policy compliance

Time management

Empathy

Customer empathy

Tools

Microsoft Office

Outlook

TEAMS

Job description

Job DetailsJob Location: FORT MILL Corporate Site - FORT MILL, SC 29708

AT A GLANCE:

Broad River Retail is currently seeking a Customer Experience Advisor II to join our Customer Experience Team in Fort Mill. The Customer Experience Advisor II 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 A MEMORY MAKER:

• Effectively manage large volumes of customer contacts through multiple communication sources to meet various customer needs
• Take ownership and effectively manage multiple cases through research, and resolution to include documenting each Customer interaction within appropriate CX Systems
• Clearly communicate resolution and next steps to customers and internal business partners, in both verbal and written form
• Provide customers with accurate and complete information using multiple tools and systems
• Handle highly escalated contacts with professionalism, empathy, and positivity
• Maintain a balance between company policy and customer experience while handling and resolving issues
• Identify the root cause of customer concerns to identify proper resolution
• Foster relationships with internal departments, including Retail, Delivery, Service and Scheduling partners
• Actively achieve or exceed established performance metrics as defined by management

WORKPLACE ENVIRONMENT:

While performing the duties of this job the employee is:

• This role is a work from home position after training is completed onsite
• Quarterly or as-needed onsite team meetings
• Employees must arrange an appropriate workspace that ensures their productivity.
• Must be able to participate in virtual meetings, on-camera 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 AND BENEFITS:

• Hourly Rate of $18.25 depending on experience
• 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

CULTURE 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.

QualificationsWHAT YOU'LL NEED TO SUCCEED:

• Previous experience in a high-volume call center or similar environment
• Minimum of two (2) years of customer service experience
• Strong cognitive skills required; including the ability to learn quickly, handle multiple complex tasks simultaneously and be highly productive without needing much supervision
• Excellent organizational skills, professional verbal communication by phone, excellent written communication skills and a thorough understanding of customer service best practices
• Ability to prioritize competing priorities with tight deadlines with a strong work ethic
• Ability to understand and ensure compliance with policies and procedures
• Ability to maintain composure and professionalism in stressful situations
• Ability to work nights, weekends, holidays and after hours during peak periods
• Strong computer skills to include Microsoft Office, Outlook and TEAMS
• Strong decision-making and problem-solving skills
• Knowledge of or experience in the furniture industry is preferred but not required