Customer Care Specialist

We’re looking for a Customer Care Specialist who thrives on problem-solving, professionalism, and creating positive outcomes for our customers. This role is key in supporting escalated customer situations, ensuring issues are resolved quickly and fairly, and representing our values with every interaction.

OUR STORY

Grand Furniture was founded in 1947 by Rose Stein and operated alongside her 2 sons, Jerry and Herbert. In 1988, Jerry Stein acquired full ownership and brought on his sons, Steve and Craig. Craig Stein became the sole owner in 2009 and opened the first Ashley Furniture in Hampton Roads in 2010, adding to Grand Brands market share. Grand Brands is home to Grand Furniture, Grand Outlet, and Ashley Furniture/Outlet, serving customers right here in Southeastern Virginia and has been recognized as the #1 Ashley Stores licensee. In other words, we operate the highest-ranked Ashley stores nationwide, so customers get great selection and service, and our teams get growth opportunities.

Qualifications

• Strong conflict resolution and problem-solving abilities
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office and ability to use multiple systems
• Ability to analyze trends and communicate insights to management
• Strong attention to detail and thorough documentation skills
• 2+ years in escalated customer service or call center environment preferred
• Availability to work weekends and holidays

Responsibilities

• Provide exceptional service with a can-do, positive attitude
• Manage escalated customer concerns with a solutions-oriented approach
• Keep records and queues updated to ensure timely follow-up
• Make smart decisions that balance customer satisfaction with company goals
• Partner with management when higher-level escalation is required
• Analyze customer trends and share insights to improve processes

You're a great fit if you:

• Have 2+ years of escalated customer service or call center experience
• Are knowledgeable on products, processes, and policies to solve concerns quickly
• Communicate with confidence, empathy, and respect
• Can work independently while knowing when to ask for support
• Are skilled with Microsoft Office and able to navigate multiple systems
• Are flexible and available to work weekends and holidays as needed

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k,)
• Life Insurance
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Employee Discount
• Employee Assistance Program