Customer Support Associate Iii

Job Details
Job Location
FORT MILL Corporate Site - FORT MILL, SC
Position Type
Full-Time
Education Level
High School
Travel Percentage
None
Job Category
Customer Service
Description
This position is in the Contact Center at our Fort Mill, SC facility - not remote.
This position requires the availability to work in a fun environment on a rotational Monday - Saturday, 5 day per week full-time, schedule between 8am - 7pm (8-5, 9-6, 10-7) and 3 Saturday's a month.

• New employees are required to work the 10am - 7pm shift - shift bidding for 1st and 2nd shifts are based on tenure.

Come join us on an amazing growth journey as we re-imagine how to provide a premier guest experience in our customer contact center. We are doing this through the build-out of an elite problem-solving team. We are hiring passionate, guest-centric individuals that love to solve complex challenges while wowing our guests!
Who is Broad River Retail?
At Broad River Retail (BRR), we take pride in furnishing life's best memories for our employees, customers and our communities! We are the largest and fastest-growing Ashley Furniture HomeStore licensee in the Carolinas and Georgia with 26 brick and mortar HomeStores and Outlets.
We are invested in our capital. Our upbeat, lively and performance-based culture promotes autonomy and, innovation and is driven by our 800+ workforce family. We take pride in our employees, as we believe that each person contributes directly to the growth and success of this Company. We offer benefits, PTO, paid holidays and a 401(K) with company match!
Why Broad River.
We care about our team members, our guests, and our community. We believe that company culture is vitally important to our success and one of the characteristics that make Broad River Retail so unique. Here at Broad River Retail, we believe that people are our greatest asset. Additionally, we are constantly growing, which allows our team members' careers to grow along with us. #win-win-win
Position Overview:
The CSA III position will be a point of contact for all customer issues, case managing escalations and highly visible and sensitive occurrences. The CSA III will also take a lead role in responding to both customers and internal business partners via email and other forms of written communication. Candidates must have a positive 'can do' attitude with a sense of urgency to provide results. We provide extensive bonus opportunities as well as room for career advancement without limitation.
This role values personal connection, a sincere passion for helping others, excellent communication skills, critical thinking and problem solving.
Responsibilities:

• Effectively manage large volumes of incoming calls to meet customer's needs;
• Take ownership and effectively manage multiple cases through resolution;
• Clearly communicate problem resolution and next steps to customers and internal business partners, in both verbal and written form;
• Provide customers with accurate and complete information using multiple tools and systems;
• Clearly communicate problem resolution next steps so customers feel reassured;
• Provide case summaries, analysis and recommendations to Senior Leadership;
• Handle highly escalated situations with grace, professionalism, and positivity;
• Maintain a balance between company policy and customer benefit while handling issues, small claims and complaints;
• Resolve product or service issues by identifying the root cause;
• Foster relationships with internal departments, including Retail, Delivery and Service; and
• Actively achieve or exceed established performance metrics as defined by management.

Qualifications:

• Minimum of two (2) years of customer service experience; preferably in a high-volume call center environment.
• Ability to prioritize competing priorities with tight deadlines with a strong work ethic.
• Excellent organizational skills, professional verbal communication by phone and in-person, excellent written communication skills and a complex understanding of customer service best practices.
• Ability to understand and ensure compliance with policies and procedures.
• Ability to maintain composure and professionalism in stressful situations.
• Strong computer skills; experience with an ERP or order management system preferred.
• Strong decision-making and problem-solving skills; ability to think on the spot.

Qualifications
*Internals must be in their current position for at least 6 months and in good standings. Prior to applying, please inform your supervisor.

• Minimum of two (2) years of customer service experience; preferably in a high-volume call center environment.
• Ability to prioritize competing priorities with tight deadlines with a strong work ethic.
• Excellent organizational skills, professional verbal communication by phone and in-person, excellent written communication skills and a complex understanding of customer service best practices.
• Ability to understand and ensure compliance with policies and procedures.
• Ability to maintain composure and professionalism in stressful situations.
• Strong computer skills; experience with an ERP or order management system preferred.
• Strong decision-making and problem-solving skills; ability to think on the spot.

We have competitive pay and benefits, including:

• Monthly bonus opportunities
• Paid time off
• Healthcare coverage
• 401k retirement and company match
• Life insurance, LTD, STD, and other voluntary benefit programs
• Paid time off to vote and volunteer and even earn every PTO days!
• Scholarship fund
• 40% employee Ashley HomeStore discount!
• Opportunity to participate in "purpose" based events with known speakers
• Team building events and book clubs
• Regular team celebrations and social events; fun competitions with awesome prizes!