Broad River Retail · 22 hours ago
Customer Experience Advisor, Delivery & Restoration
Fort Mill, SC
Full-time
Hybrid
Mid Level
3+ years expBroad River Retail is seeking a dedicated Customer Experience Advisor to join their elite problem-solving team in the Contact Center. This role involves managing customer service and delivery issues, communicating effectively with customers and internal partners, and providing proactive solutions to enhance service quality.
Consumer GoodsFurnitureHome DecorRetail
Responsibilities
Take ownership and effectively manage multiple customer cases related to service, delivery, and restoration through resolution using multiple systems (e.g., Ashley Direct, STORIS, Package AI, Freshdesk)
Utilize the STORIS system to manage and maintain your individual Book of Business (BOB) efficiently
Provide outstanding customer service by clearly communicating resolutions and next steps to customers and internal business partners in both verbal and written forms
Handle escalated service, repair, or delivery issues with professionalism and grace
Conduct root cause analysis and provide proactive solutions to prevent similar issues for future customers
Foster collaboration across departments, including Retail, Operations, Delivery, and Customer Care
Actively achieve or exceed established performance metrics
Prepare case summaries, insights, and recommendations for senior leadership
Maintain a balance between company policy and customer needs through problem-solving and creative thinking
Participate in team meetings, contribute to ongoing process improvements, and support new initiatives
Qualification
Required
3+ years in a high-volume customer service or call center role, with a proven ability to manage escalated situations
Strong decision-making and problem-solving abilities
Exceptional communication skills (verbal and written)
Ability to maintain composure and professionalism in fast-paced, stressful situations
Strong organizational skills and a keen attention to detail
Emotional intelligence and conflict resolution capabilities
A positive, 'can-do' attitude with a sense of urgency and passion for helping others
Preferred
Proficiency in Microsoft Office (Word, Excel, Outlook) and experience with ERP/order management systems preferred
Benefits
Medical, dental, vision, and life insurance.
Paid time off, 401(k) with company match, and paid holidays.
40% employee discount at Ashley HomeStore.
Opportunities for career growth and advancement.
Fun team-building events, social gatherings, book clubs, and competitions with great prizes!
Scholarship fund, paid time off for volunteering and voting, and purpose-driven events with inspiring speakers.
Company
Broad River Retail
Broad River Retail is a Charlotte-owned and operated home furnishings retailer.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Charlie Malouf
President & CEO
Manny Rodrigues
Chief Operating Officer
Recent News
2025-12-25
2025-05-17
Company data provided by crunchbase