Remote CX 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

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