Guest Services Representative 2

Living Spaces•La Mirada, CA

8d•Onsite

About The Position

The Guest Services Representative 2 provides advanced back-office case management support, serving as a subject matter expert and key problem solver for complex guest concerns. This role is responsible for researching and resolving issues, proactively communicating outcomes and next steps, and ensuring a seamless and positive guest experience through effective issue resolution and customer support.

Requirements

High school diploma or general education degree (GED).
3 years of related experience in a call center or customer service.
Proficient knowledge of Microsoft Word, Excel, and Outlook.

Nice To Haves

Work experience at Living Spaces is a plus.
Experience with AX, Genesys Cloud, and MS Dynamics is a plus.

Responsibilities

Serve as a Guest Advocate by collaborating with internal and external partners to understand guest requests and ensure swift resolution of issues.
Take ownership of escalated guest concerns and ensure all issues are fully resolved.
Research guest accounts and interactions to identify knowledge gaps, process opportunities, and root causes.
Capture accurate and detailed notes to summarize guest interactions and account activity.
Address guest needs by utilizing soft skills, discovery and needs identification techniques, problem-solving abilities, available tools, and knowledge of company products, services, and policies.
Coach and mentor Guest Services team members in real time on company processes, procedures, and best practices.
Communicate work status, key issues, and emerging trends to leadership.
Model and promote the Living Spaces Culture in all guest and team member interactions.
Meet and exceed established performance metrics and service standards.
Participate in ongoing training and development opportunities; limited travel may be required.
Assist guests with inbound service inquiries through phone, chat, email, and other written communication channels.

Benefits

Medical (full-time only)
Dental (full-time only)
Vision (full-time only)
401(k) with Company match (full and part-time)
Vacation (full-time only or as otherwise required by applicable law)
Paid Sick Leave (full and part-time)
Flex or Health Spending Account (for eligible full-time only)
Employee Assistance Program (full and part-time)
Holiday pay (full-time only)
Life insurance (full-time only)
Overtime pay is available for eligible, non-exempt Team Members.
Reimbursement for expenses as required by applicable law and Company policy.
Retail, Guest Services and Distribution Center Team Members are eligible to receive team bonus based on meeting specific goals and KPI's.