Guest Services Representative II

Living Spaces

17d•$19 - $25

About The Position

The Guest Services Representative II will provide back office, outbound support to customers with warranty or custom order questions. Serve as a subject matter expert and problem solver, researching issues and contacting guests with resolutions and next steps. Position Description Essential Duties and Responsibilities include the following. Other duties may be assigned. Serve as a “Guest Advocate,” collaborating with internal and external partners to understand customer requests and swiftly resolve Take ownership of escalated guests and ensure any issues are fully resolved Research specific accounts and interactions to identify knowledge or process gaps Capture accurate notes to summarize interactions on guest accounts Address guest needs using a combination of soft skills, discovery/needs identification, problem solving, available tools, and knowledge of company products and policies Coach and mentor agents in the moment on company processes and procedures Communicate work status and trends to leadership Model the Living Spaces Culture Consistently meet/exceed key metrics. Participate in ongoing trainings. Limited travel may be involved Assist with ad hoc inbound phone calls as needed

Requirements

High school diploma or general education degree (GED).
3 years of related experience in a call center or customer service.
Equivalent combination of education and experience will be considered.
To perform this job successfully, an individual should have 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,” collaborating with internal and external partners to understand customer requests and swiftly resolve
Take ownership of escalated guests and ensure any issues are fully resolved
Research specific accounts and interactions to identify knowledge or process gaps
Capture accurate notes to summarize interactions on guest accounts
Address guest needs using a combination of soft skills, discovery/needs identification, problem solving, available tools, and knowledge of company products and policies
Coach and mentor agents in the moment on company processes and procedures
Communicate work status and trends to leadership
Model the Living Spaces Culture
Consistently meet/exceed key metrics.
Participate in ongoing trainings.
Limited travel may be involved
Assist with ad hoc inbound phone calls as needed

Benefits

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.
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)