Product Specialist Guest Services
About The Position
The Product Specialist - Guest Services is responsible to drive company revenue by answering inbound sales calls and consulting with guests over the phone. This role involves engaging customers, building rapport using a proprietary Guest Engagement Model, and addressing guest questions and needs through a combination of soft skills, discovery, problem-solving, and knowledge of company products and policies. Accurate note-taking on guest accounts, timely follow-up on research items, and consistent achievement of key metrics are essential. Participation in ongoing trainings is required, and limited travel may be involved. The role may also include answering inbound service calls during high call volume periods.
Requirements
- High school diploma or general education degree (GED)
- One to two years of related experience in customer service
- Proficient knowledge of Microsoft Word, Excel, and Outlook
Nice To Haves
- Experience with AX, Genesys Cloud, and MS Dynamics is a plus
Responsibilities
- Answer inbound guest calls in a high-volume call center
- Engage customers and build rapport using Living Spaces proprietary Guest Engagement Model
- Address guest questions and needs, using a combination of soft skills, discovery/needs identification, problem solving, available tools, and knowledge of company products and policies
- Capture accurate notes to summarize interactions on guest accounts
- Ensure timely follow-up for anything that requires additional research. May include reaching out to other teams or departments and then placing an outbound call or emailing the guest with an update
- Consistently meet/exceed key metrics
- Participate in ongoing trainings
- May answer inbound service calls during high call volume periods
Benefits
- Overtime pay is available for eligible, non-exempt Team Members
- Reimbursement for expenses as required by applicable law and Company policy
- 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)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
