Job Description

Turn Conversations Into Solutions, Join Us as a Legal Avoidance Specialist

If you’re someone who knows how to turn tough conversations into positive outcomes, this role puts you right at the center of it. As a Legal Avoidance Specialist, you’ll work directly with customers to resolve account issues, rebuild relationships, and prevent legal action, creating win-win solutions for both the customer and the company.

If you thrive in fast-paced environments, enjoy problem-solving, and know how to balance empathy with results, this is your opportunity to stand out.

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.

Responsibilities

• Connect with customers to resolve past-due accounts and establish payment solutions
• Build trust through professional, respectful, and solution-focused conversations
• Make daily decisions to reestablish customer relationships and drive account resolution
• Handle objections confidently while maintaining a positive and assertive phone presence
• Escalate complex situations when needed while owning the customer experience
• Deliver exceptional service aligned with company core values

Requirements

Preferred Experience

• Customer service or call center experience preferred but not required
• Comfortable speaking with customers and handling difficult conversations
• Willingness to learn collections processes and negotiation techniques
• Strong communication skills and a positive attitude

Education

• High School Diploma or Equivalent
• Some College preferred

Work Environment

• On-time, reliable attendance; ability to work overtime as needed.
• Comfortable operating in high-volume conditions with minimal supervision.

Benefits

• Medical
• Dental
• Vision
• Life
• Short term & Long term Disability
• PTO & Sick Days
• Employee Discount
• Employee Assistance Program
• 401k