Job Description

Job Location: FORT MILL Corporate Site - FORT MILL, SC 29708, Customer Experience Specialist – Delivery & Restoration

CULTURE SNAPSHOT

Broad River Retail is a privately held organization where we believe that purpose begins with identity. Our employees are known as Memory Makers because every person in our company has the power to create meaningful, lasting moments not only for our Guests, but for fellow Memory Makers, our partners, families, and the communities we serve. Together we live out our purpose: Furnishing Life’s Best Memories.

Our team is guided by five core values: integrity, personal excellence, customer satisfaction, collaboration, and innovation. These values shape how we work, how we lead, and how we serve our Guests every day.

Our vision is to be the premier Ashley Store operator, and our mission is to be an excellent home furnishings retailer. Because of the dedication of our Memory Makers, Broad River Retail has grown to become the largest and fastest growing Ashley licensee in the U.S., was named National Home Furnishings Retailers of the Year in 2024, and has earned a place on our industry’s Best Places to Work list three years in a row.

AT A GLANCE

Broad River Retail is looking for a dedicated Customer Experience Advisor to join our elite problem-solving team in the Contact Center at Fort Mill. This position serves as a critical point of contact for customer service and delivery issues, escalations, and highly visible or sensitive cases. You will also take the lead in communicating with customers and internal business partners via email, phone, and other platforms to resolve service and delivery matters. Candidates must have a positive, solution-oriented mindset and the ability to think critically to improve overall productivity and efficiency.

DAY IN THE LIFE AS A MEMORY MAKER

• 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.
• Support warranty claims and Fresh Desk tickets.
• 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.
• Ride-alongs are required once a quarter with a Master Craftsman to stay up to date on current restoration processes and provide a better customer experience.
• In-office days are required once a quarter

MEMORY MAKER PERKS & BENEFITS

• Position is salary based on experience and background
• Medical, dental, vision, and life insurance options available the first of the month following 60 days of employment
• Paid time off and holiday benefits
• 401(k) or retirement savings plan with company match
• Employee discounts at Broad River Retail locations
• Opportunities for career growth and internal 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.

Benefit offerings and eligibility may vary based on employment status and location.

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.

Qualifications: WHAT YOU’LL NEED TO SUCCEED:

• Experience: 3+ years in a high-volume customer service or call center role, with a proven ability to manage escalated situations.
• Skills:
• Strong decision-making and problem-solving abilities.
• Proven ability to manage and resolve customer escalations with empathy, urgency, and professionalism.
• Exceptional communication skills (verbal and written).
• Proficiency in Microsoft Office (Word, Excel, Outlook) and experience with ERP/order management systems preferred.
• 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.
• Mindset: A positive, “can-do” attitude with a sense of urgency and passion for helping others.

WORKPLACE ENVIRONMENT

While performing the duties of this job the employee is

Schedule: Full-time.

• Work Setup: Remote position following onsite training, with occasional onsite team meetings. Employees must arrange a distraction-free workspace for virtual meetings and calls.
• Physical Requirements: Extended periods of sitting, standing, and moving may be required.

In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.