What are the responsibilities and job description for the Customer Experience Specialist - Delivery and Restoration position at Broad River Retail?
Culture Snapshot
Customer Experience Specialist – Delivery & Restoration
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
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.
Customer Experience Specialist – Delivery & Restoration
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
- 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.
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.