Customer Experience Specialist – Delivery and Restoration

Role Overview

Broad River Retail is seeking a dedicated Customer Experience Advisor to join their elite problem-solving team in the Contact Center at Fort Mill. The role serves as a critical point of contact for customer service and delivery issues, escalations, and highly visible or sensitive cases.

What You Will Do

Manage multiple customer cases related to service, delivery, and restoration through resolution using multiple systems. Provide outstanding customer service by clearly communicating resolutions and next steps to customers and internal business partners.

Why It Might Be a Fit

Candidates must have a positive, solution-oriented mindset and the ability to think critically to improve overall productivity and efficiency.

Requirements

• 3+ years in a high-volume customer service or call center role
• 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

Benefits

• Medical, dental, vision, and life insurance options
• 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