Customer Experience Consultant

Job Details

Job Location

FORT MILL Corporate Site - FORT MILL, SC

Secondary Job Location(s)

FOUR OAKS Supercenter - FOUR OAKS, NC

Remote Type

Fully Remote

Description

Customer Experience Consultant

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 licensee in the U.S. and landing us on the Top Places to Work list two years in a row in our industry.

AT A GLANCE

Broad River Retail is currently seeking a Customer Experience Consultants (CXC) to join our Customer Experience Team in Fort Mill or Four Oaks. The position is responsible for resolving highly visible and sensitive customer issues along with case managing escalations received via phone, chat, or written communication. Candidates must have a positive 'can do' attitude with a sense of urgency to provide results.

DAY IN THE LIFE AS THIS MEMORY MAKER

Demonstrate enthusiastic support of corporate purpose, vision, mission, and core values. Fully embrace the Broad River Core Value of Customer Satisfaction

Take ownership and effectively manage multiple escalated cases through resolution

Clearly communicate problem resolution and next steps to customers and internal business partners, in both verbal and written form

Handle highly escalated situations with grace, professionalism, and positivity

Utilize internal and external resources to implement innovative ways to resolve customer concerns

Resolve product or service issues by identifying the root cause

Maintain a balance between company policy and customer benefit while handling escalated issues via transfer from the Retail Team or Customer Experience Team or written correspondence from external sources

Actively achieve or exceed established performance metrics as defined by management

Provide case summaries, analysis, and recommendations to Senior Leadership

Develop and maintains positive, service-oriented relationships with other departments and retail stores

Assists management with other projects, reports, and assignments as needed

Follow defined process and policy standards across the department WORKPLACE ENVIRONMENT:

While performing the duties of this job the employee is:

Remote role to include virtual training

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 & BENEFITS:

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 OUR COMMITMENT TO YOU:

Broad River Retail is 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.

Qualifications

WHAT YOU'LL NEED TO SUCCEED

3 or more years' experience preferred in a high-volume call center or similar environment

Ability to effectively read, write and speak English to communicate with customers

Possess outstanding written and verbal communication skills, including proper pronunciation, grammar, and a consistently courteous and professional tone of voice

Strong cognitive skills required; including the ability tolearn quickly, handle multiple complex tasks simultaneously and be highly productive without needing much supervision

Possess excellent administrative and organizational skills with a high degree of attention to detail

Possess strong proficiency with Microsoft Office products - specifically Word, Excel, and PowerPoint

Ability to quickly learn and adapt to multiple computer applications

Possess quick, decisive, and strong, effective decision-making abilities with purpose and accountability

Results-driven and focused on team performance

Ability to manage multiple priorities with tight deadlines and work independently

Ability to identify both potential problems and opportunities, make recommendations, and initiate appropriate action

Enjoy a fast-paced contact center environment with the ability to work a 40+ hour work week, including nights and weekends

Professional, driven, positive, resilient, and achievement focused

Excellent time-management skills

Strong interpersonal and communication skills: a great listener and negotiator