Guest Services Representative 2

Guest Services Representative 2

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.

Position Description

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• 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.

Qualifications

Education/Experience: High school diploma or general education degree (GED). 3 years of related experience in a call center or customer service. Work experience at Living Spaces is a plus. Equivalent combination of education and experience will be considered.

Computer Skills: To perform this job successfully, an individual should have proficient knowledge of Microsoft Word, Excel, and Outlook. Experience with AX, Genesys Cloud, and MS Dynamics is a plus.

Certificates and Licenses: None Supervisory Responsibilities: This position will not have any supervisory responsibilities.

Position Hiring Range

The hiring pay range provides a good faith estimate of the salary or hourly wage that Living Spaces expects to pay for the position upon hire. Pay will be determined by several factors, including, but not limited to: applicant's education, relevant work experience, knowledge, applicable and relevant skills and abilities, market demand, Company budget, as well as internal equity and alignment with geographic market data. Living Spaces reserves the right to modify this page at any time.

Compensation: $19.15 - $24.85

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.

Additional available benefits upon meeting eligibility requirements include:

• 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)

Equal Opportunity Employer

It is our policy to abide by all federal, state, and local laws prohibiting employment discrimination based solely on a person's race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, physical disability, mental disability, age, military status, or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including but not limited to, cancer related or HIV/AIDS related), sexual orientation, or any other protected status except where a reasonable, bona fide occupational qualification exists.