Customer Care Specialist — Escalations & Solutions Expert

Ashley, Southeastern VA; Virginia Beach (VA); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Job summary

Grand Furniture in Virginia Beach seeks a Customer Care Specialist who thrives on problem-solving and professionalism. You will support escalated customer situations, resolve issues quickly and fairly, and uphold our values in every interaction.

Role requires 2+ years in escalated customer service, strong communication, and the ability to document interactions clearly. Full-time, 40 hours weekly with rotating weekends; benefits include health, retirement, and PTO.

Qualifications

• 2+ years of escalated customer service or call center experience.
• Positive, professional, and solutions-focused attitude.
• Ability to remain composed when handling escalated customers.
• Strong problem-solving and decision-making skills.
• Detail-oriented with clear, accurate documentation.
• Capacity to work across multiple computer systems.

Responsibilities

• Provide exceptional customer service with a solutions-oriented approach.
• Handle escalated concerns and influence the customer experience positively.
• Learn products, processes, and policies to resolve concerns efficiently.
• Maintain accurate documentation of interactions, updates, and resolutions.
• Keep queues current and ensure timely follow-up during resolution.
• Make decisions considering customer satisfaction and business interests.
• Serve as a consistent contact for elevated customers through order and delivery.
• Escalate issues to management when needed.
• Identify trends to help leadership improve processes.
• Support Grand Brands' Core Values in daily interactions.

Skills

Customer service

Communication skills

Problem-solving

Escalation handling

Documentation

Attention to detail

Microsoft Office

Multi-system navigation

Education

College degree or equivalent experience

Job description

Grand Furniture in Virginia Beach seeks a Customer Care Specialist who thrives on problem-solving and professionalism. You will support escalated customer situations, resolve issues quickly and fairly, and uphold our values in every interaction.

Role requires 2+ years in escalated customer service, strong communication, and the ability to document interactions clearly. Full-time, 40 hours weekly with rotating weekends; benefits include health, retirement, and PTO.