customer Experience Specialist

Broad River Retail is currently seeking a Customer Experience Specialist (CXS) to join our Customer Experience Team in Fort Mill. The CXS is a point of contact for resolving escalated customer issues and providing internal support to the Customer Experience Advisors (CXA). This role is considered a Subject Matter Expert and plays a vital part in our new hire training program to onboard new Memory Makers.

This position will respond to both customers and internal business partners via email and other forms of communication in a professional and courteous manner. This role requires being detail oriented and possess strong problem solving and written and verbal communication skills.

Candidates must have a passion for helping others, demonstrate empathy, and a sense of urgency to provide a memorable Customer Experience. This role values personal connections and must work well in a collaborative team environment. Candidates must have excellent communication, critical thinking, and problem-solving skills.

Day In The Life As This Memory Maker

• Handles and quickly resolves escalated customer issues with empathy and kindness
• Provides internal support assistance to the Customer Experience Advisors in an efficient and kind manner
• Assists with new hire training, mentor new and existing agents
• Maintains strong working knowledge of policies and procedures, and recommends improvements as needed
• Works with Customer Experience Leadership to identify individual and group training needs
• Develops and maintains positive, service-oriented relationships with all Memory Makers regardless of department or location
• Assists leadership with projects, reports, and assignments as well as other duties as assigned