customer Experience Advisor II

BROAD RIVER RETAIL•Tega Cay, SC

1d•Hybrid

About The Position

Broad River Retail is currently seeking a Customer Experience Advisor II to join our Customer Experience Team in Fort Mill. The Customer Experience Advisor II position is a point of contact for all customer issues, escalations, and highly visible and sensitive situations. This role will also respond to both customers and internal business partners via email and other forms of written communication in a professional and courteous manner. 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.

Requirements

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
Excellent organizational skills, professional verbal communication by phone, 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

Nice To Haves

Knowledge of or experience in the furniture industry is preferred but not required

Responsibilities

Effectively manage large volumes of customer contacts through multiple communication sources to meet various customer needs
Take ownership and effectively manage multiple cases through research, and resolution to include documenting each Customer interaction within appropriate CX Systems
Clearly communicate resolution and next steps to customers and internal business partners, in both verbal and written form
Provide customers with accurate and complete information using multiple tools and systems
Handle highly escalated contacts with professionalism, empathy, and positivity
Maintain a balance between company policy and customer experience while handling and resolving issues
Identify the root cause of customer concerns to identify proper resolution
Foster relationships with internal departments, including Retail, Delivery, Service and Scheduling partners
Actively achieve or exceed established performance metrics as defined by management