customer Experience Specialist

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

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 kindness
Provides internal support assistance to the Customer Experience Advisors in an efficient and kind manner
Assists with new hire training, mentor new and existing agents
Maintains strong working knowledge of policies and procedures, and recommends improvements as needed
Works with Customer Experience Leadership to identify individual and group training needs
Develops and maintains positive, service-oriented relationships with all Memory Makers regardless of department or location
Assists leadership with projects, reports, and assignments as well as other duties as assigned

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
High school diploma or equivalent
Excellent organizational skills, professional verbal communication by phone and in-person, 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

WORKPLACE ENVIROMENT:

While performing the duties of this job the employee is:

This role is a work from home position after training is completed onsite
Supports on-site new memory maker training
Scheduled onsite team meetings
Employees must arrange an appropriate workspace that ensures their productivity. Must be able to participate in virtual meetings, on-camera, and calls 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

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.