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 new 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 ensuring Highland River Ashley Furniture customer’s expectations are met and exceeded.

View the following video to get a great perspective on working at the Highland River Group:

Highland River Ashley Careers - YouTube

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
• Fifteen (15) Annual Paid Time Off Days (some immediately available with restrictions).
• Health, Dental, and Vision Benefits, available on the first of the month following hire date.
• Life and AD&D Insurance - 100% paid by Highland River.
• Short Term Disability - 100% paid by Highland River.
• 401 k plan – eligibility at 90 days with immediate vested Highland River match
• Employee Furniture and Mattress Discounts - starts right away
• Employee Assistance Program - starts right away
• Professional Development Program - starts right away
• 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 which drives everything we do.

Our Vision is “Be the Difference.”

Those words explain who we are and why we exist.

• It’s our call to action that drives us every day.
• It’s the DNA that steers our strategy.
• It’s our competitive advantage.
• It’s the magical glue that binds us with our customers, employees, business partners, and community.

What does “Being the Difference” mean to our communities?

For more than 25 years, we’ve taken pride in offering our communities comfortable, livable furniture and mattresses at affordable prices. But we’re especially proud of our community service. Giving back feels great!

Our signature effort is Hope to Dream, where your mattress purchases help us provide beds to local children in need. We honor and celebrate our Veterans and active-duty military every day with our Walls of Honor at each of our stores, and give each Veteran a challenge coins. We host an awesome Veteran Celebration every fall for Veterans and their families. You’ll also see our team members helping at a wide variety of community events. Say hello when you spot us!

Better yet, join in, because you can Be the Difference, too! We are always looking for talented, dedicated team members who are wanting to make a difference in their lives, their communities, and the people around them. Go ahead - Apply now!