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Customer Service Specialist
2 months ago
Position Level
Entry Level
Location
Remote
Role Summary:
Broad River Retail is on the lookout for a dedicated Customer Service Specialist to enhance our Customer Experience Team. This role serves as a vital point of contact for addressing customer inquiries, resolving escalations, and managing sensitive situations with professionalism and care. The Specialist will engage with customers and internal teams through various written communications, ensuring a courteous and effective interaction.
Key Responsibilities:
- Manage a high volume of incoming inquiries to fulfill diverse customer needs.
- Take ownership of multiple cases, conducting thorough research and providing resolutions while documenting all interactions in the appropriate systems.
- Communicate clearly with customers and internal stakeholders regarding resolutions and next steps, both verbally and in writing.
- Utilize various tools and systems to provide accurate and comprehensive information to customers.
- Handle escalated issues with professionalism, empathy, and a positive attitude.
- Balance company policies with customer satisfaction while resolving issues.
- Identify root causes of product or service issues to provide effective solutions.
- Build and maintain relationships with internal departments such as Retail, Delivery, and Service.
- Meet or exceed performance metrics as established by management.
Essential Skills:
- Experience in a high-volume customer service environment.
- A minimum of two years in customer service roles.
- Strong cognitive abilities, including quick learning and multitasking capabilities.
- Excellent organizational skills and professional communication skills, both verbal and written.
- Ability to prioritize tasks effectively under tight deadlines.
- Understanding of compliance with company policies and procedures.
- Maintain professionalism in high-pressure situations.
- Willingness to work flexible hours, including nights and weekends as needed.
- Proficient in Microsoft Office Suite and other relevant software.
- Strong decision-making and problem-solving abilities.
- Familiarity with the furniture industry is a plus but not mandatory.
- This position allows for remote work following the completion of initial training.
- Participation in occasional team meetings is required.
- Employees should create a conducive workspace to ensure productivity and minimal distractions during virtual meetings.
- Physical requirements may include extended periods of sitting, standing, and moving.
- Competitive hourly wage.
- Comprehensive medical, dental, vision, and life insurance options.
- Paid time off and a 401K matching program.
- Employee discounts at Broad River Retail locations.
- Opportunities for internal career advancement.
Broad River Retail prides itself on fostering a culture of integrity, diversity, and collaboration. We believe in empowering our employees, referred to as "Memory Makers," to create positive experiences for our customers and communities. Our commitment to training and development has positioned us as a leader in the industry, recognized for our exceptional workplace environment.
Our Commitment:
We are an equal opportunity employer dedicated to creating a respectful and inclusive workplace where all employees can thrive.
