Associate of Guest Solutions

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.

Job Duties

• Handle all incoming guest calls and resolve issues at first contact whenever possible
• Process service and warranty claims from intake through resolution
• Cook up 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
• 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

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