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SalaryPosition Summary
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
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.
Position Hiring Range
The hiring pay range provides a guide for what we would reasonably pay for the position. Pay will be determined by several factors, including but not limited to: applicant’s education, relevant work experience, knowledge, skills and abilities, as well as internal equity and alignment with geographic market data. Living Spaces reserves the right to modify this pay range at any time. Pay is determined by various factors including market demand, applicable skills, work experience and education, location, company budget, and in-demand skill sets.
Compensation: $18.60 - $24.15 Retail, Guest Services, and Distribution Center Team Members are eligible to receive team bonus based on meeting specific goals and KPI’s.
Benefits Include:
- Medical
- Dental
- Vision
- 401(k) (full and part time eligible)
- Vacation
- Sick Time
- Flex Spending Account
- Employee Assistance Program
For more details, please visit our website at: Careers (
livingspaces.com
) 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.
E-Verify
Living Spaces participates in E-Verify. All newly-hired team members are queried through this electronic system established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to verify their identity and employment eligibility.
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