Lead, Guest Services "Call Center Warranty Department"

Living Spaces Furniture•La Mirada, CA

1d•$24 - $31

About The Position

The Guest Service Lead will provide support to both agents and guests with all service-related questions over the phone or by email/chat. Warranty and/or Claims handling experience a preferred! Position Description Essential Duties and Responsibilities include the following. Other duties may be assigned. Warranty and/or Claims handling experience a preferred! 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
Proficient knowledge of Microsoft Word, Excel, and Outlook

Nice To Haves

Warranty and/or Claims handling experience
Work experience at Living Spaces
Experience with AX, Genesys Cloud, and MS Dynamics

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.
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)