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Broad River Retail · 2 months ago

CUSTOMER EXPERIENCE CONSULTANT

Fort Mill, SC

Full-time

Onsite

Mid Level

3+ years exp

Broad River Retail is an organization focused on integrity, diversity, and providing exceptional customer experiences. The Customer Experience Consultant will manage escalated customer issues, ensuring effective communication and resolution while maintaining a positive relationship with customers and internal teams.

Consumer GoodsFurnitureHome DecorRetail

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

Qualification

High-volume call center experienceMicrosoft Office proficiencyWrittenVerbal communicationCognitive skillsOrganizational skillsDecision-making abilitiesTeam performance focusCustomer service orientationTime-management skillsInterpersonal skillsProblem identificationAdaptability

Required

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