Customer Experience Advisor

About the Role

Broad River Retail is seeking a part-time Customer Experience Advisor (CXA) to join our Customer Experience Team in Fort Mill. The CXA serves as a point of contact for all customer issues, escalations, and highly visible and sensitive situations. This role responds to both customers and internal business partners via email and other 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 requires strong collaboration in a team environment.

Responsibilities

• Effectively manage a large volume of incoming calls to meet various customer needs.
• Take ownership and manage multiple cases through research and resolution, documenting each customer interaction within appropriate CX systems.
• Clearly communicate resolutions and next steps to customers and internal business partners, both verbally and in writing.
• 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 benefit while resolving issues.
• Resolve product or service issues by identifying the root cause.
• Foster relationships with internal departments, including Retail, Delivery, and Service partners.
• Actively achieve or exceed established performance metrics as defined by management.

Workplace Environment

• This role is a work-from-home position after completing onsite training.
• Occasional onsite team meetings are required.
• Employees must arrange an appropriate workspace that ensures productivity and minimal distractions for virtual meetings and calls.
• Physical requirements include extended periods of sitting, standing, and moving.
• Reasonable accommodations may be made to empower individuals with disabilities to undertake essential duties and responsibilities.

Benefits

• Employee discount (40%) at BRR locations.
• Internal opportunities for career growth and advancement.

About the Company

Broad River Retail is an organization of integrity, diversity, and culture working together for the purpose of "Furnishing Life’s Best Memories." All employees are referred to as "Memory Makers" because they have the power to create positive memories for guests, families, co-workers, and communities. The company takes pride in training and developing teams to provide a premier customer experience. Broad River Retail is the largest and fastest-growing Ashley Furniture licensee in the U.S. and has been named a Top Place to Work in the industry for two consecutive years.