Guest Solutions Specialist — Front-Line Experience

1915 South / Ashley; Winston-Salem (NC); On-site; USD 32,000 - 52,000; Full time

Job summary

1915 South is seeking an Associate of Guest Solutions to join the front line of the guest experience. This role is cross-trained on every Guest Solutions function and handles guest interactions from first contact to final resolution, including calls, service and warranty claims, delivery support, order management, and virtual in-store assistance via tablet and Teams.

You will work in an office setting with a schedule that includes weekdays, evenings, and weekends.

Qualifications

• High School diploma or equivalent required.
• At least 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 experience

Education

High School diploma or equivalent

Job description

1915 South is seeking an Associate of Guest Solutions to join the front line of the guest experience. This role is cross-trained on every Guest Solutions function and handles guest interactions from first contact to final resolution, including calls, service and warranty claims, delivery support, order management, and virtual in-store assistance via tablet and Teams.

You will work in an office setting with a schedule that includes weekdays, evenings, and weekends.