Job Description

Guest Services Representative 1

The Guest Services Representative 1 will help resolve incoming customer support questions via phone, chat, or other written communication channels.

Position Description

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

• Answer inbound guest inquiries in a high-volume contact center.
• 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 writing to the guest with an update.
• Consistently meet/exceed key metrics such as Average Handle Time, Calls/Chats Per Hour, Quality Assurance (QA), Schedule Adherence, and Customer Satisfaction.
• Participate in ongoing training. Limited travel may be involved.

Qualifications

Education/Experience: High School Diploma or General Education Diploma (GED) equivalent. One to two years of related experience in customer service. Previous experience in a high-volume, multi-channel setting (phone, chat, and/or email) call center environment is preferred. Experience handling multiple systems or tools simultaneously, with strong attention to detail in documenting customer interactions is a plus. Strong written and verbal communication skills, with the ability to communicate clearly and professionally. Equivalent combination of education and experience will be considered.

Computer Skills: To perform this job successfully, an individual must have experience in Microsoft Office programs including Word, Excel, PowerPoint, and Outlook. Experience with Intercom, AX, Genesys Cloud, & Pega CRM is a plus.

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: $18.00 - $23.40

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.

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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