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Call Center Rep II, Guest Services Outbound (On-Site)

Company: Living Spaces
Location: La Mirada
Posted on: November 21, 2022

Job Description:

Current Living Spaces Employees: Please apply via your internal Workday Account.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.Position Summary The Guest Services Representative II will provide back office, outbound support to customers with warranty or custom order questions. Serve as a subject matter expert and problem solver, researching issues and contacting guests with resolutions and next steps.Position Description 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 customer requests and swiftly resolve
  • Take ownership of escalated guests and ensure any issues are fully resolved
  • Research specific accounts and interactions to identify knowledge or process gaps
  • Capture accurate notes to summarize interactions on guest accounts
  • Address guest needs using a combination of soft skills, discovery/needs identification, problem solving, available tools, and knowledge of company products and policies
  • Coach and mentor agents in the moment on company processes and procedures
  • Communicate work status and trends to leadership
  • Model the Living Spaces Culture
  • Consistently meet/exceed key metrics.
  • Participate in ongoing trainings. Limited travel may be involved
  • Assist with ad hoc inbound phone calls as neededQualifications Education/Experience: High school diploma or general education degree (GED). 3 years of related experience in a call center or customer service. Work experience at Living Spaces is a plus. 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.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 , Call Center Rep II, Guest Services Outbound (On-Site), Hospitality & Tourism , La Mirada, California

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