customer Experience Specialist

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

WHAT 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.