Guest Solutions Associate: Frontline CX & Resolution

1915 South / Ashley; Greensboro (NC); On-site; USD 29,000 - 42,000; Full time

Benefits offered by this job

Commission-based pay

Medical, dental, vision

Paid time off

401(k) retirement plan

Employee discounts

Job summary

1915 South / Ashley is seeking an Associate, Guest Solutions to handle the full guest journey from first contact through resolution. You will take calls, process service and warranty claims, coordinate delivery, and manage order tasks with proactive follow‑up.

Join a team dedicated to exceptional customer service and growth. You will support stores, participate in coaching, and strive to meet KPIs such as CSAT and first‑call resolution in a fast‑paced environment.

Qualifications

• Education: High School diploma or equivalent, required.
• Experience: 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 or equivalent

Job description

1915 South / Ashley is seeking an Associate, Guest Solutions to handle the full guest journey from first contact through resolution. You will take calls, process service and warranty claims, coordinate delivery, and manage order tasks with proactive follow‑up.

Join a team dedicated to exceptional customer service and growth. You will support stores, participate in coaching, and strive to meet KPIs such as CSAT and first‑call resolution in a fast‑paced environment.