Customer Service Representative

4 days ago


Grandville, Michigan, United States The Highland River Group Full time
About the Role

The Highland River Group is seeking a highly skilled Customer Care Specialist to join our team. As a key member of our Customer Care team, you will be responsible for providing exceptional customer service and support to our customers.

Key Responsibilities
  • Manage inbound and outbound calls and emails in a timely manner
  • Identify customers' needs, clarify information, research issues and provide solutions and/or alternatives
  • Build sustainable relationships and engage customers by going the extra mile
  • Keep records of conversations in our call center database in a comprehensible way
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support
  • Call customers to schedule deliveries, service and confirm information
  • Collaborate with other departments to improve customer service & satisfaction
  • Help train new employees
  • Communicate with delivery teams throughout the day
Requirements for Success
  • 1-2 years Customer Care, Customer Service or Call Center experience preferred
  • Customer focus and adaptability to different personality types
  • High school diploma or equivalent required
  • Strong phone and verbal communication skills along with ability for active listening
  • Basic data entry and retrieval skills required
  • Ability to multi-task, set priorities and manage time effectively
What We Offer
  • Competitive Pay
  • Fifteen (15) Annual Paid Time Off Days
  • Health, Dental, and Vision Benefits
  • Life and AD&D Insurance
  • Short Term Disability
  • 401 k plan
  • Employee Furniture and Mattress Discounts
  • Employee Assistance Program
  • Professional Development Program
  • Promotions from within
About the Highland River Group

The Highland River Group is a third-generation Veteran family, owned and operated retail furniture business, dedicated to Our Vision which drives everything we do.

Our Vision is 'Be the Difference.'

Those words explain who we are and why we exist.

It's our call to action that drives us every day.

It's the DNA that steers our strategy.

It's our competitive advantage.

It's the magical glue that binds us with our customers, employees, business partners, and community.

What does 'Being the Difference' mean to our communities?

For more than 25 years, we've taken pride in offering our communities comfortable, livable furniture and mattresses at affordable prices.

But we're especially proud of our community service.

Giving back feels great.

Our signature effort is Hope to Dream, where your mattress purchases help us provide beds to local children in need.

We honor and celebrate our Veterans and active-duty military every day with our Walls of Honor at each of our stores, and give each Veteran a challenge coins.

We host an awesome Veteran Celebration every fall for Veterans and their families.

You'll also see our team members helping at a wide variety of community events.

Say hello when you spot us.

Better yet, join in, because you can Be the Difference, too.



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