Customer Experience Associate Position Available In York, South Carolina

Customer Experience Associate 2.3 2.3 out of 5 stars Fort Mill, SC

• Remote
• This job does require onsite training in our Fort Mill Corporate Office for this first 4 weeks. You must live local to the Fort Mill, SC area!

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AT A GLANCE

The CXA position, located at our Corporate Headquarters, will be a point of contact for all customer issues, case managing escalations and highly visible and sensitive occurrences. The CXA will also take a lead role in responding to both customers and internal business partners via email and other forms of written communication. Candidates must have a positive ‘can do’ attitude with a sense of urgency to provide results. We provide extensive bonus opportunities as well as room for career advancement without limitation. This role values personal connection, a sincere passion for helping others, excellent communication skills, critical thinking and problem solving.

DAY IN THE LIFE AS THIS MEMORY MAKER

Effectively manage large volumes of incoming calls to meet customer’s needs Take ownership and effectively manage multiple cases through resolution Clearly communicate problem 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 Clearly communicate problem resolution next steps so customers feel reassured Provide case summaries, analysis and recommendations to Senior Leadership Handle highly escalated situations with grace, professionalism, and positivity Maintain a balance between company policy and customer benefit while handling issues, small claims and complaints Resolve product or service issues by identifying the root cause Foster relationships with internal departments, including Retail, Delivery and Service Actively achieve or exceed established performance metrics as defined by management

WHAT YOU’LL NEED TO SUCCEED

• Previous experience in a high-volume call center or similar environment
• Minimum of two (2) years of customer service experience
• Ability to prioritize competing priorities with tight deadlines with a strong work ethic
• Excellent organizational skills, professional verbal communication by phone and in-person, excellent written communication skills and a complex understanding of customer service best practices
• 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 for escalations
• Strong computer skills
• Strong decision-making and problem-solving skills
• Knowledge of or experience in the furniture industry is highly preferred but not required

WORKPLACE ENVIRONMENT

While performing the duties of this job the employee is:

• This role is a work from home position after training is completed onsite
• Occasional onsite team meetings Employees must arrange an appropriate workspace that ensures their productivity. Must be able to take participate in virtual meetings, on-camera, and calls with minimal distraction
• Physical requirements such as extended periods of sitting, standing, and moving In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations may be made to empower individuals with disabilities to undertake the essential duties and responsibilities of the position.

MEMORY MAKER PERKS AND BENEFITS

• Hourly Rate of $17.00
• 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

CULTURE SNAPSHOT

Broad River Retail is an organization of integrity, diversity and culture working together for the purpose of ‘ Furnishing Life’s Best Memories’ . At Broad River, we call all our employees “Memory Makers.” We do this because we know everyone that works for our Company has the power to make positive memories not only for our Guests, but also for their families, co-workers, and communities. We take pride in training and developing our teams so that they can provide a premier customer experience to every guest. Our Memory Makers are the driving force that has led us to being the largest and fastest growing Ashley Furniture licensee in the U.S. and landing us on the Top Places to Work list two years in a row in our industry.

OUR COMMITMENT TO YOU

Broad River Retail is committed to creating a place where everyone feels respected, valued, and able to reach their full potential. Regardless of race, gender, religion, sexual orientation, age, disability, or if you’re parenting the next generation of Memory Makers, we firmly believe our work is at its best when everyone feels free to be their most authentic self.

Job Type:

Full-time Pay:

$17.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance On-the-job training Paid time off Parental leave Referral program Vision insurance Work from home

Shift:

Day shift Evening shift Morning shift

Work Location:

Remote