Call Center - Grand Rapids MI

Applied Innovation is seeking a reliable, detail-oriented professional to join our Customer Loyalty Center. This role is focused on delivering exceptional client support by managing incoming service requests, coordinating technician schedules, and ensuring accurate processing of service and supply needs. The ideal candidate thrives in a fast-paced environment, is tech-savvy, and brings a positive, client-focused approach to every interaction. This is a full-time, onsite position located at 5555 Glenwood Hills Pkwy SE, Grand Rapids, MI 49512, with standard hours of Monday through Friday, 8:00 AM–5:00 PM.

Duties and Responsibilities:

• Answer incoming phone calls and respond to client emails in a professional and timely manner.
• Enter service and network-related requests accurately into internal systems.
• Process supply orders efficiently to ensure timely fulfillment.
• Coordinate and manage service technician call loads to support fast and high-quality client service.
• Communicate effectively with internal teams to resolve client needs.
• Maintain accurate records and documentation related to service activity.
• Uphold Applied Innovation’s service standards and commitment to client satisfaction.
• Other duties as assigned.

• Strong verbal and written communication skills.
• Client-focused mindset with a professional and courteous approach.
• High attention to detail with strong organizational skills.
• Dependable and able to manage multiple priorities.
• Ability to work effectively in a team-oriented environment.
• Comfortable working in a fast-paced, service-driven setting.
• Proven proficiency in Microsoft Office applications, including Outlook, Excel, and Word.
• Understanding and alignment with the organization’s core values.

• High School Diploma or GED required.
• Must be at least 18 years of age.
• Proficiency with computers and multiple software programs.
• Prior customer service, call center, or administrative experience preferred but not required.

• Medical, dental, and life insurance on the 31st day of employment
• Short-term disability
• Paid vacation and holidays
• Paid volunteer time
• 401(k) retirement plan with company match program
• Onsite fitness center
• Opportunities for professional growth and advancement