Customer Support Associate

  • Job Tracking ID: 512191-628075
  • Job Location: Fort Mill, SC
  • Job Level: Mid Career (2+ years)
  • Level of Education: High School/GED
  • Job Type: Full-Time/Regular
  • Date Updated: July 09, 2018
  • Years of Experience: Up to 2 Years
  • Starting Date: ASAP

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Job Description:

Company Overview

Founded in 2003, Broad River Retail (BRR), a Charlotte-owned and operated home furnishings retailer, is the largest and fastest-growing Ashley HomeStore licensee in the Carolinas and Georgia, currently with 15 HomeStores and one HomeStore Outlet. Since the opening of its first store in Pineville, North Carolina, in May 2003, Broad River has been on the fast track toward success. Sales exceeded $127 million in 2016. The Company’s growth is a testament to our associates, who continue to pursue Excellence.    


The Customer Support Associate (CSA) position is a performance-based, hands-on, customer-focused role that is responsible for completing tasks associated with the daily operation of the business. Candidates must have a positive 'can do' attitude with a focus on providing outstanding service in a fast-paced customer-oriented contact center environment. In order to do so, this position requires attention to detail and excellent customer service skills.


Responsibilities of this position include: 

• Actively assist in meeting performance metrics as defined by management  

• Work closely with others in a positive, team environment to enhance the customer experience

• Effectively manage large volumes of incoming calls to meet customer's needs

• Provide customers with accurate and complete information using multiple tools and systems 

• Resolve product or service issues by identifying the root cause of customer's call 

• Clearly communicate problem resolution next steps so customers feel reassured 

• Handle highly escalated situations with grace, professionalism, and positivity 

• Maintain a balance between company policy and customer benefit in decision making

• Pursue excellence with every customer interaction     

Experience and Skills:




Previous experience in a high-volume call center or similar environment; a minimum of two (2) years of customer service experience; professional appearance and strong work ethic; excellent organizational skills; professional verbal communication by phone and in-person; excellent written communication skills; strong computer skills; ability to work nights, weekends and holidays; strong decision-making and problem solving skills; ability to understand and ensure compliance with policies and procedures; ability to maintain composure in stressful situations; knowledge of or experience in the furniture industry is highly preferred but not required.  


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