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Customer Service Agent (Remote - Grand Rapids Area)

Location: Remote (Must reside in the Grand Rapids, MI area)

Schedule: Monday-Friday, 8:30 AM-5:30 PM

Training Schedule: May vary between 8:00 AM-4:30 PM or 8:30 AM-5:00 PM based on trainer availability

About the Opportunity

We are seeking a detail-oriented and customer-focused Customer Service Agent to join a growing team supporting furniture repair service operations. This role serves as the primary point of contact for retail partners, manufacturers, and other clients requesting repair services. The ideal candidate will excel at managing multiple priorities, communicating effectively, and ensuring a seamless customer experience from service request intake through final resolution.

This is a remote position for candidates located in the Grand Rapids area, with occasional in-office attendance required for training, meetings, or special events.

Key Responsibilities

• Receive and process furniture repair service requests via phone, email, and online service portals
• Create and maintain accurate service cases, including documentation, photos, and partner requirements
• Coordinate and dispatch repair technicians based on location, expertise, and service expectations
• Monitor case progress to ensure service level agreements (SLAs) and cycle-time goals are met
• Serve as the primary point of contact for clients throughout the repair process
• Conduct proactive follow-up on open cases to prevent delays and resolve potential issues
• Manage escalated situations by working collaboratively with technicians, leadership teams, and clients
• Review technician reports for accuracy and completeness before case closure
• Deliver final repair reports and service documentation to clients in a timely manner
• Maintain detailed and accurate records within the case management system

Required Qualifications

• Minimum of 6 months of call center experience (inbound and/or outbound)
• Experience with data entry, order processing, or administrative support
• Strong computer skills with the ability to navigate multiple systems simultaneously
• Excellent verbal and written communication skills
• Ability to work independently in a remote environment
• Reliable high-speed internet connection
• Ability to hardwire company-issued equipment directly to a modem/router

Preferred Qualifications

• Experience in logistics, dispatching, claims processing, or service coordination
• Associate degree or higher
• Furniture industry experience
• Experience supporting repair service operations

What We're Looking For

• Strong problem-solving and multitasking abilities
• Exceptional attention to detail
• Customer-first mindset
• Ability to remain organized in a fast-paced environment
• Dependable work history with demonstrated job stability
• Self-motivated professional who thrives in a remote setting

Why Join Us?

• Opportunity for career advancement within a growing organization
• Comprehensive benefits package
• Remote work environment following training
• 401(k) program with company matching
• Supportive team culture and ongoing professional development opportunities

If you enjoy helping customers, coordinating service solutions, and working in a collaborative remote environment, we'd love to hear from you. Apply today to learn more about this exciting opportunity.

Job Type & Location

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

Pay and Benefits

The pay range for this position is $15.00 - $15.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

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. If eligible, the benefits available for this temporary role may include the following: • 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)

Workplace Type

This is a hybrid position in Grand Rapids,MI.

Application Deadline

This position is anticipated to close on Aug 31, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

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

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

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.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.