Associate of Guest Solutions

Job Description

Job Description

Associate, Guest Solutions

Join our winning team, 1915 South, as an Associate of Guest Solutions. 1915 South owns and operates 30 Ashley stores and 3 distribution centers across the southeast, including locations in Georgia, Florida, Alabama, North Carolina, Mississippi, and Virginia. Our company is focused on employee growth and development, providing exceptional customer service and being passionate about what we do! If you want to take your career to a new level of professional success with the #1 Furniture Brand in the world, complete an application with us today!

Position Summary:

The Associate of Guest Solutions is the front line of the guest experience. This role is cross-trained on every Guest Solutions function and is expected to handle any guest interaction from first contact through final resolution. Associates take incoming calls, manage customer care issues, process service and warranty claims, coordinate delivery support, handle order management, schedule services, execute save strategies, and provide virtual in-store support via tablet and Teams. There are no separate queues or specialists - every Associate owns the full guest journey.

Job Duties:

• Handle all incoming guest calls and resolve issues at first contact whenever possible

• Process service and warranty claims from intake through resolution

• Coordinate delivery support including scheduling, tracking, and issue resolution

• Manage post-purchase order tasks: ticket splitting, payments, messaging, and status updates

• Execute save strategies when guests express intent to cancel or return, using authorized tools and offers

• Provide virtual in-store support via tablet and Teams when stores have escalated guests on the sales floor

• Follow up with guests proactively to ensure resolution and satisfaction

• Maintain accurate records in CRM and ticketing systems for every interaction

• Complete and maintain cross-training certifications across all Guest Solutions functions

• Participate in team huddles, coaching sessions, and quality reviews

• Support the store support Teams channel during assigned shifts

• Meet individual KPI targets for CSAT, first-call resolution, saves, and follow-up compliance.

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Required Qualifications:

· Education: High School diploma or equivalent, required.

· Experience: 1+ year of customer service, call center, or guest-facing experience, required.

Physical and Work Environment Requirements:

· Physical Demands: Lifting (10lbs), Standing (25% of Time), Travel (0% of Time)

· Work Environment: Office Setting

· Schedule: Weekdays, Evenings, and Weekends.

Why 1915 South?

· Compensation : Competitive commission-based pay with performance bonuses

· Benefits : Comprehensive benefits package for you and your family, including medical, dental, vision, disability, and life insurance

· Paid Time Off : Paid vacation and sick leave

· Retirement: 401(k) retirement plan with company matching contributions

· Tuition Assistance : College tuition support through Thomas University

· Employee Discounts : Generous employee discounts on furniture

· Career Development : Long-term career advancement opportunities with a strong promote-from-within culture. Many of our leaders at 1915 South began their careers here- when you join us, you’re not just taking a job, you’re building a future!