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.
