Guest Services Representative 2

Living Spaces Furniture; Zola Predosa; On-site; EUR 2,357,000 - 3,058,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k) with Company match

Vacation

Paid Sick Leave

Flexible Spending Account

Employee Assistance Program

Holiday pay

Life insurance

Job summary

Living Spaces Furniture is seeking a Guest Services Representative 2 to provide advanced back‑office case management and expert problem solving for complex guest concerns. You’ll handle inquiries through phone, chat, and email, document interactions precisely, and drive swift resolutions with internal partners.

The role includes coaching teammates, communicating trends to leadership, and maintaining a positive guest experience while meeting defined performance metrics and service standards.

Qualifications

• High school diploma or GED and 3 years in call center or customer service.
• Proficient in Word, Excel and Outlook; AX/Genesys Cloud or MS Dynamics a plus.
• Equivalent combination of education and experience considered.

Responsibilities

• Serve as Guest Advocate to resolve guest requests swiftly.
• Own escalated concerns and ensure complete resolution.
• Research accounts to identify gaps, opportunities and root causes.
• Capture detailed notes summarizing interactions and activity.
• Assist guests via phone, chat, email and other channels.
• Coach team members in real time on processes and best practices.
• Communicate status and trends to leadership.
• Model Living Spaces culture in all interactions.
• Meet or exceed performance metrics and service standards.

Skills

Customer service

Communication

Team coaching

Problem solving

Education

High school diploma or GED

3 years related experience

Tools

Microsoft Word

Excel

Outlook

AX

Genesys Cloud

MS Dynamics

Job description

Position Summary

The Guest Services Representative 2 provides advanced back‑office case management support, serving as a subject matter expert and key problem solver for complex guest concerns. This role is responsible for researching and resolving issues, proactively communicating outcomes and next steps, and ensuring a seamless and positive guest experience through effective issue resolution and customer support.

Position Description

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Serve as a Guest Advocate by collaborating with internal and external partners to understand guest requests and ensure swift resolution of issues.
• Take ownership of escalated guest concerns and ensure all issues are fully resolved.
• Research guest accounts and interactions to identify knowledge gaps, process opportunities, and root causes.
• Capture accurate and detailed notes to summarize guest interactions and account activity.
• Address guest needs by utilizing soft skills, discovery and needs identification techniques, problem‑solving abilities, available tools, and knowledge of company products, services, and policies.
• Coach and mentor Guest Services team members in real‑time on company processes, procedures, and best practices.
• Communicate work status, key issues, and emerging trends to leadership.
• Model and promote the Living Spaces Culture in all guest and team member interactions.
• Meet and exceed established performance metrics and service standards.
• Participate in ongoing training and development opportunities; limited travel may be required.
• Assist guests with inbound service inquiries through phone, chat, email, and other written communication channels.

LS1A

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.

Certificates and Licenses: None

Supervisory Responsibilities: This position will not have any supervisory responsibilities.

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: $19.15 - $24.85

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

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