Job Description

Customer Care Specialist - Turn Problems Into Solutions

We’re looking for a Customer Care Specialist who thrives on problem-solving, professionalism, and creating positive outcomes for our customers. This role is key in supporting escalated customer situations, ensuring issues are resolved quickly and fairly, and representing our values with every interaction.

OUR STORY

Grand Furniture was founded in 1947 by Rose Stein and operated alongside her 2 sons, Jerry and Herbert. In 1988, Jerry Stein acquired full ownership and brought on his sons, Steve and Craig. Craig Stein became the sole owner in 2009 and opened the first Ashley Furniture in Hampton Roads in 2010, adding to Grand Brands market share. Grand Brands is home to Grand Furniture, Grand Outlet, and Ashley Furniture/Outlet, serving customers right here in Southeastern Virginia and has been recognized as the #1 Ashley Stores licensee. In other words, we operate the highest-ranked Ashley stores nationwide, so customers get great selection and service, and our teams get growth opportunities.

Requirements

Qualifications

• Strong customer service and communication skills.
• A positive, professional, and solutions-focused attitude.
• Ability to remain composed and effective when working with escalated or dissatisfied customers.
• Strong problem-solving and decision-making skills.
• Excellent attention to detail and follow-through.
• Ability to document interactions clearly and accurately.
• Strong analytical skills with the ability to recognize recurring customer or operational trends.
• Ability to work independently while knowing when additional management support is needed.
• Proficiency with Microsoft Office and the ability to work effectively across multiple computer systems.

Responsibilities

• Provide exceptional customer service while maintaining a positive, solutions-oriented approach.
• Handle escalated customer concerns and work to positively influence the customer's overall experience.
• Develop a strong understanding of company products, processes, and policies in order to resolve concerns efficiently.
• Maintain accurate and detailed documentation of customer interactions, updates, and resolutions.
• Keep customer queues current and ensure timely follow-up throughout the resolution process.
• Make appropriate resolution decisions while considering both customer satisfaction and the company's business interests.
• Serve as a consistent point of contact for elevated customers throughout the order and delivery process.
• Resolve customer concerns independently when possible and recognize when an issue should be escalated to management.
• Review customer issues and identify trends that may help leadership improve processes and execution.
• Support Grand Brands' Core Values in daily interactions with customers and team members.

This is a full-time, 40-hour-per-week position, working 8-hour shifts, 5 days per week.

• Monday, Tuesday, Thursday & Friday: 9:00 AM–6:00 PM
• Wednesday: 10:00 AM–7:00 PM
• Rotating Saturdays and Sundays: 9:00 AM–6:00 PM

Candidates must be available to work the full schedule, including rotating weekend shifts.

You're a great fit if you:

• Have 2+ years of escalated customer service or call center experience.
• Enjoy taking ownership of customer concerns from start to finish.
• Are comfortable working in a fast-paced environment and managing multiple priorities.
• Are eager to learn company products, policies, and processes.
• Understand the importance of creating a positive customer experience, even when resolving challenging situations.
• Can work the required 5-day, 40-hour schedule, including rotating Saturdays and Sundays.
• Have a college degree or equivalent experience (preferred, but not required).

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k,)
• Life Insurance
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Employee Discount
• Employee Assistance Program