$14 HR- Remote Customer Service- Must Be LOCAL TO Grand Rapids
About the position This is a remote position; however, candidates must reside near Grand Rapids to accommodate any potential requests to work from the office. The work hours are Monday to Friday, from 8:30 AM to 5:30 PM, with no overtime. Training hours may vary based on trainer availability. FIRST FOUR WEEKS ARE ONSITE FOR TRAINING. Responsibilities • Provide exceptional customer service to internal and external customers, including field technicians and business partners. • Coordinate furniture warranty service by managing inbound and outbound calls. • Provide standard information, complete forms, and determine the status of claims and cases in accordance with plan guidelines. • Meet or exceed department metrics for productivity and quality. • Dispatch and process work orders to field personnel, ensuring timely completion of documentation and data entry. • Develop and maintain strong relationships with technicians and business partners. • Resolve complex situations by applying departmental policies and procedures. • Source and onboard new and potential technicians, providing feedback and coaching. • Act as an account owner and business partner to technicians, identifying opportunities and negotiating as needed. • Liaise for business-to-business accounts, ensuring timely responses and task completion within service-level agreements. • Respond to customer inquiries, providing appropriate documentation and closing out claims or cases. • Support customers during the claim and general call center process, forwarding calls and information as necessary. Requirements • At least 6+ months of call center experience (inbound or outbound). • Experience with data entry or order processing, comprising 20 to 30% of the job. • Strong computer skills with the ability to navigate multiple systems simultaneously. • Excellent verbal and written communication skills. • Ability to work independently and remotely. • Capability to hardwire modem to the provided phone and maintain high-speed internet. Nice-to-haves • Experience in logistics, dispatching, or claims is a plus. • An associate degree is advantageous. Benefits • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave) Apply tot his job Apply tot his job