Guest Solutions Associate - Customer Care & Resolution

1915 South | Ashley; Jacksonville (FL); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Comprehensive benefits

Paid time off

401(k) plan

Employee discounts

Tuition assistance

Job summary

1915 South in Jacksonville is seeking an Associate of Guest Solutions to be the front line of the guest experience. You will handle calls, manage service and warranty claims, coordinate delivery, and support in-store activities.

The role requires a high school diploma and 1+ year of customer service experience. You will contribute to a team-focused environment with cross-training across all Guest Solutions functions and opportunities for growth.

Qualifications

• High School diploma or equivalent required.
• 1+ year of customer service, call center, or guest-facing experience required.

Responsibilities

• Handle all incoming guest calls and resolve issues at first contact whenever possible.
• Process service and warranty claims from intake through resolution.
• Coordinate delivery support including scheduling, tracking, and issue resolution.
• Manage post-purchase order tasks: ticket splitting, payments, messaging, and status updates.
• Execute save strategies when guests express intent to cancel or return, using authorized tools and offers.
• Provide virtual in-store support via tablet and Teams when stores have escalated guests on the sales floor.
• Follow up with guests proactively to ensure resolution and satisfaction.
• Maintain accurate records in CRM and ticketing systems for every interaction.
• Complete and maintain cross-training certifications across all Guest Solutions functions.
• Participate in team huddles, coaching sessions, and quality reviews.
• Support the store support Teams channel during assigned shifts.
• Meet individual KPI targets for CSAT, first-call resolution, saves, and follow-up compliance.

Skills

Customer service

Education

High School diploma

Job description

1915 South in Jacksonville is seeking an Associate of Guest Solutions to be the front line of the guest experience. You will handle calls, manage service and warranty claims, coordinate delivery, and support in-store activities.

The role requires a high school diploma and 1+ year of customer service experience. You will contribute to a team-focused environment with cross-training across all Guest Solutions functions and opportunities for growth.