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)
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