customer Experience Advisor II

About the Role

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 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. The role values personal connections and requires working well in a collaborative team environment.

Responsibilities

• Effectively manage large volumes of customer contacts through multiple communication sources 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 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 determine 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.

Workplace Environment

• This role is a work-from-home position after onsite training is completed.
• Quarterly or as-needed onsite team meetings.
• Employees must arrange an appropriate workspace that ensures productivity.
• Must be able to participate in virtual meetings on-camera with minimal distraction.
• Physical requirements include extended periods of sitting, standing, and moving.
• Reasonable accommodations may be made in accordance with the Americans with Disabilities Act (ADA).

Skills & Qualifications

• Excellent communication, critical thinking, and problem-solving skills.
• Passion for helping others and demonstrating empathy.
• Ability to work well in a collaborative team environment.

Benefits

• Hourly rate of $18.25 depending on experience.
• 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.

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 for two consecutive years in the industry.