CUSTOMER EXPERIENCE ADVISOR

The CXA position, located at our Corporate Headquarters, will be a point of contact for all customer issues, case managing escalations and highly visible and sensitive occurrences. The CXA 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 of this position include:

• 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
• Actively achieve or exceed established performance metrics as defined by management

We Offer

• Competitive Pay Structure Paid Time Off (PTO)
• Lucrative Bonus Potential

401k with matching contribution

• Exponential Opportunity for Career Growth Short and Long-Term Disability
• Extensive Training Program Employee Purchase Plan
• Life Insurance, Medical, Dental, Vision A Collaborate, Fun-Filled & Supportive, Coverage Work Environment

Qualifications:

• Previous experience in a high-volume call center or similar environment
• Minimum of two (2) years of customer service experience
• 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
• Ability to work nights, weekends, holidays and after hours for escalations
• Strong computer skills
• Strong decision-making and problem-solving skills
• Knowledge of or experience in the furniture industry is highly preferred but not required