Customer Experience Consultant

BROAD RIVER RETAIL•Tega Cay, SC

2d•Hybrid

About The Position

Broad River Retail is seeking a Customer Experience Consultant (CXC) to join our Customer Experience Team. This 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. The role involves demonstrating enthusiastic support of corporate purpose, vision, mission, and core values, and fully embracing the Broad River Core Value of Customer Satisfaction. The CXC will take ownership and effectively manage multiple escalated cases through resolution, clearly communicating problem resolution and next steps to customers and internal business partners. They will handle highly escalated situations with grace, professionalism, and positivity, utilizing internal and external resources to implement innovative ways to resolve customer concerns. This includes resolving product or service issues by identifying the root cause, maintaining a balance between company policy and customer benefit, and actively achieving or exceeding established performance metrics. The role also involves providing case summaries, analysis, and recommendations to Senior Leadership, developing and maintaining positive, service-oriented relationships with other departments and retail stores, and assisting management with other projects, reports, and assignments as needed, while following defined process and policy standards.

Requirements

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 to learn 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

Responsibilities

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