customer Experience Specialist

Broad River Retail; Fort Mill (SC); Hybrid; USD 34,000 - 46,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401K matching

Employee discount

Job summary

Broad River Retail in Fort Mill, SC, is seeking a Customer Experience Specialist to join our Customer Experience Team. The CXS serves as a point of contact for escalated customer issues and provides internal support to the Customer Experience Advisors, ensuring professional, courteous communication.

The role requires empathy, attention to detail, and strong problem-solving and written and verbal communication skills.

Qualifications

• Minimum of two years of customer service experience.

Responsibilities

• Handle escalated customer issues with empathy and kindness.

Skills

Customer service experience

Communication skills

Problem-solving

Empathy

Attention to detail

Time management

Education

High school diploma

Tools

Microsoft Office

Outlook

TEAMS

Job description

AT A GLANCE:Broad River Retail is currently seeking a Customer Experience Specialist (CXS) to join our Customer Experience Team in Fort Mill. The CXS is a point of contact for resolving escalated customer issues and providing internal support to the Customer Experience Advisors (CXA). This role is considered a Subject Matter Expert and plays a vital part in our new hire training program to onboard new Memory Makers.This position will respond to both customers and internal business partners via email and other forms of communication in a professional and courteous manner. This role requires being detail oriented and possess strong problem solving and written and verbal communication skills.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:Handles and quickly resolves escalated customer issues with empathy and kindnessProvides internal support assistance to the Customer Experience Advisors in an efficient and kind mannerAssists with new hire training, mentor new and existing agentsMaintains strong working knowledge of policies and procedures, and recommends improvements as neededWorks with Customer Experience Leadership to identify individual and group training needsDevelops and maintains positive, service-oriented relationships with all Memory Makers regardless of department or locationAssists leadership with projects, reports, and assignments as well as other duties as assignedWHAT 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 supervisionHigh school diploma or equivalentExcellent 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 skillsWORKPLACE ENVIROMENT:While performing the duties of this job the employee is:This role is a work from home position after training is completed onsiteSupports on-site new memory maker trainingScheduled onsite team meetingsEmployees must arrange an appropriate workspace that ensures their productivity. Must be able to 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:Hourly RateMedical, dental, vision, and life insurance optionsPaid time off and 401K matching contributionEmployee 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.