Note: The job is a remote job and is open to candidates in USA. Broad River Retail is a retail organization focused on delivering premier customer experiences. The Customer Experience Consultant resolves sensitive and escalated customer issues, manages cases through resolution, communicates with customers and internal partners, and provides analysis and recommendations to senior leadership.
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
Skills
- 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
- 3 or more years' experience preferred in a high-volume call center or similar environment
Benefits
- Remote role to include virtual training
- 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
Company Overview