What are the responsibilities and job description for the Customer Care Specialist position at Highland River Group dba Ashley?
The Highland River Group Ashley Furniture is looking for an enthusiastic Customer Care Specialist to join our amazing team.
Great Hours: Monday through Friday 8am to 5pm
The Customer Care position works in our amazing Grandville, MI Customer Care Center, located at 2851 Prairie Street SW, Grandville, MI 49418.
Customer Care Specialists are critical members of our extended team assisting our store, sales, customer service and warehouse teams with all tasks necessary to deliver our high-quality furniture and bedding to customers throughout Michigan. Our Customer Care Team Members are the first line of support for our customers after the sale is complete as they are involved with scheduling delivery, communicating regularly with customers when questions arise, and addressing any issues that may occur after the furniture is delivered. As part of this team, you will be involved in ensuring Highland River Ashley Furniture customer’s expectations are met and exceeded.
Job Duties include:
- 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
The Highland River Group offers our valued Teammates awesome benefits:
- Competitive Pay - starting at $16-$17 per hour
- Paid Time Off (PTO)
- Health, Dental, and Vision Benefits
- Life and AD&D Insurance
- Short Term Disability
- 401 k Plan with Company Match
- Employee Furniture and Mattress Discounts
- Employee Assistance Program
- Professional Development Program
- Promotions from within & much more
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, "Be The Difference", which drives everything we do.
Come join our team! You can Be the Difference, too!
Apply now!
Job Type: Full-time
Pay: $16.00 - $17.00 per hour
Expected hours: 38 – 40 per week
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Ability to Commute:
- Grandville, MI 49418 (Preferred)
Ability to Relocate:
- Grandville, MI 49418: Relocate before starting work (Preferred)
Work Location: In person
Salary : $16 - $17
