Associate of Guest Solutions

About the role

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. There are no separate queues or specialists—every Associate owns the full guest journey.

Responsibilities

• 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

Requirements

• High School diploma or equivalent, required
• 1+ year of customer service, call center, or guest-facing experience, required

Physical and Work Environment

• Lifting (up to 10 lbs)
• Standing (25% of time)
• Work environment: Office setting

Schedule

Weekdays, evenings, and weekends

Benefits

• Comprehensive benefits package including medical, dental, vision, disability, and life insurance
• Paid vacation and sick leave
• 401(k) retirement plan with company matching contributions
• College tuition support through Thomas University
• Generous employee discounts on furniture
• Long-term career advancement opportunities with a strong promote-from-within culture

Competitive commission-based pay with performance bonuses