Customer Care Specialist

The Tier 1 Customer Care Specialist is the frontline voice of Big Joe's support team. This role provides assistance to customers via live chat (available 9 a.m.-5 p.m. EST) and email, addressing inquiries about products, orders, and warranties. Specialists are expected to resolve issues efficiently, identify when a case requires escalation to Tier 2 or management, and consistently meet service benchmarks. This valued role provides an important perspective on the voice of Big Joe customers. 

HERE'S WHAT YOU'LL DO 

• Demonstrate the Core Values of Comfort Research in daily actions, execution of tasks, and interactions with others.
• Serve as the first point of human contact for customer inquiries through live chat and email.
• Respond to questions regarding orders, product details, returns, warranties, and troubleshooting in a way that shows genuine concern for addressing customer concerns.
• Accurately log and resolve customer cases in a timely manner.
• Escalate complex or unresolved issues to Tier 2 agents or managers when appropriate.
• Achieve and maintain benchmark service levels, including response time of under 24 hours, resolution time under 48 hours, and a customer satisfaction score over 75%.
• Provide feedback to the Customer Care Manager to improve processes, tools, and customer experience.
• Assist with Amazon and other e-commerce sales portals to ensure order and shipping issues are mitigated.
• Maintain a flexible schedule of 15-30 hours per week. Some evening and weekend availability is required following the completion of the training period.
• Support eCommerce and Sales teams in shared goals & initiatives.
• HAVE FUN
• Other duties may be assigned by leadership.

IMPORTANT JOB DETAILS: 

• Position Type: Hourly, Part-Time 
• Work Schedule: 15-30 hours per week; some evening and weekend availability will be required after completion of the training period.
•  Work Location: Candidates should be within commuting distance of our Grand Rapids office: 1719 Elizabeth Ave NW, Grand Rapids, MI 49504.

WHO WE ARE

Comfort Research is leading the furniture industry in innovative and affordable design and manufacturing. We've listened to the growing demand for quality, modern, leading-edge furniture and have responded with a bang Today, you can find our products at all your favorite retailers, like Walmart, Meijer, Bed, Bath & Beyond, and Amazon (to name a few). But that's just the beginning. We're on our way to realizing our dream of becoming the "Best Known Brand in Furniture," and we're pretty excited about it.

As we've grown, we've continued to be recognized as a Great Place to Work—and we've remained committed to building a positive culture and creating a dynamic, fun atmosphere. We believe in hard work, and we live by our core values of: Find A Better Way, Do the Right Thing, and Expect the Best from Each Other and Ourselves. At Comfort Research, the pace is fast, the work is anything but boring, and the result is always more Comfort for All.

•  1+ year of customer service or support experience preferred.
• Strong written communication skills with a friendly, approachable tone.
• Comfortable in a fast-paced, digital-first environment.
• Familiarity with ticketing systems or CRM tools is a plus.
• High school diploma or equivalent required; some college coursework preferred.
• Demonstrated ability to listen actively and respond with understanding and care when working with others.
• Strong desire to ask questions, learn continuously, and investigate issues thoroughly.
• Proven ability to maintain accuracy and thoroughness when handling tickets and documenting resolutions.
• Track record of meeting performance targets while providing high-quality service.

Comfort Research is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender identity or expression, national origin, age, disability, marital status, familial status, sexual orientation, or any other characteristic protected by applicable laws. We are committed to building a diverse and inclusive workplace and encourage applications from all qualified individuals.