Remote Customer Service- LOCAL TO Grand Rapids

Job Title:
Customer Service Representative - Field Service

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.

• 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.

• 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.

• Experience in logistics, dispatching, or claims is a plus.
• An associate degree is advantageous.

This is a remote role with the requirement to be local to Grand Rapids. Candidates will only be required to work in the office for training sessions and special events. The new office in the Grand Rapids/Kentwood area features a small 10‑desk setup. While in the office, formal attire is required, but the dress code is otherwise flexible.

Contract to Hire position based out of Grand Rapids, MI.

The pay range for this position is $14.25 - $14.25/hr eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.

• 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)

Hybrid position in Grand Rapids, MI.

This position is anticipated to close on Jan 30, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.