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Guest Services Representative II
4 months ago
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 any delivery misses and swiftly resolve.
- 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.
- Place outbound calls and emails to guests whose orders have been pulled from delivery routes.
- Research status of upcoming deliveries and identify orders at risk of delay. Work closely with distribution centers, shippers, and drivers to prevent loadouts & minimize delivery errors.
- Contact guests with delays to determine next steps.
- Respond to internal requests and questions about deliveries. Requests may come through a number of channels, including phone, email, ticket, and chat.
- 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.
- Track orders through successful delivery.
- Consistently meet/exceed key metrics such as Interaction Quality (QA), Productivity, and Average Speed of Answer.
- Participate in ongoing trainings. Limited travel may be involved.
- Assist with ad hoc inbound phone calls, as needed.
Education/Experience: High school diploma or general education degree (GED). One or more years of related experience in customer service or call center environment. Equivalent combination of education and experience will be considered.
Computer Skills: To perform this job successfully, an individual must be proficient with Microsoft Word, Excel and Outlook. Experience with AX, Genesys Cloud, and MS Dynamics is a plus.
Other Skills:
- Strong written and verbal communications.
- Ability to craft effective notes and emails to internal and external parties.
- High degree of professionalism.
- Flexible and comfortable in an ever-changing environment.
- High attention to detail.
- Reliable and punctual, with ability to consistently support the team.
- Coachable and willing/able to grow.
- Empathetic and customer-service oriented with a positive, can do attitude.
- Ability to multi-task, navigating multiple screens/programs in real time while also talking with guests.
- Ability to problem solve and make decisions.
- Self-starter with high desire to achieve.
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: $17.70 - $23.00Retail, 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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