Guest Solutions Associate - Frontline Customer Care & Resolution

1915 South | Ashley; Thomasville (GA); On-site; USD 28,000 - 50,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Paid time off

Job summary

1915 South is hiring an Associate of Guest Solutions to be the frontline of the guest experience, handling calls, claims, delivery support, and order management using CRM and Teams.

You will own the full guest journey, meet KPI targets for CSAT and first-contact resolution, and participate in cross-training across all Guest Solutions functions.

We offer a comprehensive benefits package, a commission-based pay structure, and opportunities for career development in a growing retail furniture brand.

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

Call center

CRM

Ticketing systems

MS Teams

Education

High School diploma or equivalent

Tools

CRM software

Ticketing systems

Microsoft Teams

Job description

1915 South is hiring an Associate of Guest Solutions to be the frontline of the guest experience, handling calls, claims, delivery support, and order management using CRM and Teams.

You will own the full guest journey, meet KPI targets for CSAT and first-contact resolution, and participate in cross-training across all Guest Solutions functions.

We offer a comprehensive benefits package, a commission-based pay structure, and opportunities for career development in a growing retail furniture brand.