Escalations-Focused Customer Care Specialist

GrandBrands (Grand Furniture & Ashley Furniture Southeastern VA); Virginia Beach (VA); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k)

Life Insurance

Paid Time Off (Vacation, Sick &</p

Family Leave (Maternity, Paternity)

Short Term & Long Term Disability

Training & Development

Employee Discount

Employee Assistance Program

Job summary

Grand Brands is seeking a Customer Care Specialist who thrives on problem-solving and delivering positive outcomes for customers. This role supports escalated situations, ensuring issues are resolved quickly and fairly while upholding our values in every interaction.

You will work a full-time 40-hour week on an 8-hour shift schedule, with rotating weekends. Prior escalated customer service or call center experience is preferred but not required.

Qualifications

• Strong customer service and communication skills.
• A positive, professional, and solutions-focused attitude.
• Ability to remain composed and effective when working with escalated or dissatisfied customers.
• Strong problem-solving and decision-making skills.
• Excellent attention to detail and follow-through.
• Ability to document interactions clearly and accurately.
• Strong analytical skills with the ability to recognize recurring customer or operational trends.
• Ability to work independently while knowing when additional management support is needed.

Responsibilities

• Provide exceptional customer service while maintaining a positive, solutions-oriented approach.
• Handle escalated customer concerns and work to positively influence the customer's overall experience.
• Develop a strong understanding of company products, processes, and policies in order to resolve concerns efficiently.
• Maintain accurate and detailed documentation of customer interactions, updates, and resolutions.
• Keep customer queues current and ensure timely follow-up throughout the resolution process.
• Make appropriate resolution decisions while considering both customer satisfaction and the company's business interests.
• Serve as a consistent point of contact for elevated customers throughout the order and delivery process.
• Resolve customer concerns independently when possible and recognize when an issue should be escalated to management.
• Review customer issues and identify trends that may help leadership improve processes and execution.
• Support Grand Brands' Core Values in daily interactions with customers and team members.

Skills

Customer service

Professionalism

Escalations

Problem solving

Attention to detail

Documentation

Analytical skills

Independence

Microsoft Office

Education

College degree or equivalent experience

Tools

Microsoft Office

Job description

Grand Brands is seeking a Customer Care Specialist who thrives on problem-solving and delivering positive outcomes for customers. This role supports escalated situations, ensuring issues are resolved quickly and fairly while upholding our values in every interaction.

You will work a full-time 40-hour week on an 8-hour shift schedule, with rotating weekends. Prior escalated customer service or call center experience is preferred but not required.