Customer Experience Consultant

BROAD RIVER RETAIL•Tega Cay, SC

2d•Remote

About The Position

Broad River Retail is seeking Customer Experience Consultants to join its Customer Experience Team in Fort Mill or Four Oaks. The role is responsible for resolving highly visible and sensitive customer issues and case-managing escalations received by phone, chat, or written communication. The consultant is expected to bring a positive, results-oriented attitude and a sense of urgency, while delivering a premier customer experience. The position is remote and includes virtual training, with onsite team meetings. Employees must arrange a productive workspace and be able to participate in virtual meetings, on-camera sessions, and calls with minimal distraction. The work involves extended periods of sitting, standing, and moving. Reasonable accommodations may be made in accordance with the ADA.

Requirements

Three or more years of experience in a high-volume call center or similar environment is preferred.
Ability to read, write, and speak English to communicate with customers.
Outstanding written and verbal communication skills, including proper pronunciation, grammar, and a consistently courteous and professional tone.
Strong cognitive skills, including the ability to learn quickly, manage multiple complex tasks simultaneously, and remain productive with limited supervision.
Excellent administrative and organizational skills and close attention to detail.
Strong proficiency with Microsoft Office, specifically Word, Excel, and PowerPoint.
Ability to quickly learn and adapt to multiple computer applications.
Quick, decisive, effective decision-making with purpose and accountability.
Results-driven approach and focus on team performance.
Ability to manage multiple priorities and tight deadlines while working independently.
Ability to identify potential problems and opportunities, make recommendations, and initiate appropriate action.
Ability to work in a fast-paced contact center and work a 40+ hour week, including nights and weekends.
Professional, driven, positive, resilient, and achievement-focused approach.
Excellent time-management skills.
Strong interpersonal and communication skills, including listening and negotiation.

Responsibilities

Demonstrate enthusiastic support for the company’s purpose, vision, mission, and core values, particularly customer satisfaction.
Take ownership of and manage multiple escalated cases through resolution.
Clearly communicate problem resolution and next steps to customers and internal business partners verbally and in writing.
Handle highly escalated situations with grace, professionalism, and positivity.
Use internal and external resources to find effective ways to resolve customer concerns.
Resolve product or service issues by identifying root causes.
Balance company policy with customer benefit when handling escalations transferred from the Retail Team or Customer Experience Team, or received in external written correspondence.
Meet or exceed performance metrics established by management.
Provide case summaries, analysis, and recommendations to Senior Leadership.
Develop and maintain positive, service-oriented relationships with other departments and retail stores.
Assist management with projects, reports, and assignments as needed.
Follow defined departmental processes and policy standards.