Lead, Guest Services "Call Center Warranty Department"

Position Summary

The Guest Service Lead will provide support to both agents and guests with all service-related questions over the phone or by email/chat. Warranty and/or Claims handling experience a preferred!

Position Description

Essential Duties and Responsibilities

• 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 needed

Qualifications

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.

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

Compensation: $23.85 - $31.00
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)

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

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