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Job Description
Position Summary The Guest Service Representative will be responsible for fielding inbound service calls and resolving guest issues over the phone. Position Description Essential Duties and Responsibilities include the following. Other duties may be assigned. Answer inbound guest calls in a high-volume call 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 emailing the guest with an update Consistently meet/exceed key metrics such as Average Handle Time, Call Quality (QA), Schedule Adherence, and Calls Per Hour Participate in ongoing trainings. Limited travel may be involved #LSA1
Qualifications Education/Experience:
High school diploma or general education degree (GED). One to two years of related experience in customer service. 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 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) 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. Applicant Privacy At Living Spaces, we take pride in being an environment that cultivates the best in our Team Members. From our corporate office in La Mirada, to our Distribution Centers, Manufacturing, Guest Services, Transportation, to any of our retail stores in the United States, you'll find Team Members who have started and grown their careers at Living Spaces. We are a company driven by our core values of humility & respect, passion, innovation, speed & simplicity, fanatic discipline, social responsibility, coupled with the desire to provide our guests with the best possible experience they can have while furnishing their space. We continuously strive to find dedicated, innovative, driven, enterprising Team Members to help drive our corporate vision - to be the best furniture retailer in the country. If you possess these skills, we invite you to join the journey at Living Spaces.
