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Guest Services Lead

Company: Living Spaces
Location: La Mirada
Posted on: January 10, 2022

Job Description:

Current Living Spaces Employees: Please apply via your internal Workday Account.Living Spaces is a growing home furnishing brand and we continue to open new locations. We know in order to stay current with the times and trends, we have to perpetually update our look and selection. What has truly sustained our growth - from 1 to over 20 locations, from 100 employees to over 2,000, from a humble home furnishings store to a widely recognized and respected lifestyle brand - are the talented individuals who have taken us there. We are looking for innovative, driven, and passionate professionals to join our team so we can reach even greater heights together.

We believe that a great team member experience leads to an even better guest experience. That is why we place a huge emphasis on building a great culture within our teams. Our ideal candidate will have natural talent: meaning, they possess the capacity and commitment, along with an openness to being coached around skills that will ensure they delight and exceed the expectations of our guests in all areas of Living Spaces business. We also believe in our team members taking ownership of their performance and how that contributes to the overall success of their role.Position SummaryThis is a Senior Level Representative position reporting to the Guest Service Manager. The Guest Service Lead position will be expected to be a subject matter, problem solving expert, while serving as a coach, trainer, and mentor for Guest Service Representatives. The Lead is expected to model appropriate behavior/skills during all interactions and is a vital communication link between the department Managers and our GSRs. Using his/her comprehensive and advanced knowledge, the Lead answers other GSR's questions and works with the representative to jointly solve problems for our customers. This job has no direct supervisory duties and can only provide guidance and assistance in providing feedback to GSRs pertaining to assisting our customers or handling first tier escalations. Our Guest Service Leads will be assigned to work interchangeably in-between two main roles listed below within the department. This will ensure proper staffing and create effective
and efficient work-steams within our Resolution and Support queues.Position DescriptionQualificationsEducation & Experience: AA/BA/BS or equivalent work experience; Minimum 1-2 years working experience at Living Spaces as a Guest Service Representative, Trainer, or working in our Retail department. PREFERRED, BUT NOT REQUIRED: Prior customer service experience in a customer service or call center environment.

Computer Skills: Proficient at all applicable computer software: i.e., Word, Excel, PowerPoint, Outlook, Microsoft CRM, etc.

Certifications & Licenses: N/A

Qualifications: Strong understanding of internal SOPs; Customer satisfaction focused; Outstanding communication (both oral and written) and interpersonal skills; Ability to set goals and drive performance; Flexibility in work schedule: must be able to work morning, mid, evening, and weekend shifts, along with most holidays; Work additional
hours as needed to meet deadlines; Ability to meet physical requirements of position, including lifting up to 25lbs. PREFERRED, BUT NOT REQUIRED: Prior leadership experience; Fluent in verbal and written Spanish.Equal Opportunity EmployerIt 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-VerifyLiving 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.

Keywords: Living Spaces, La Mirada , Guest Services Lead, Hospitality & Tourism , La Mirada, California

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