Guest Solutions Specialist: Frontline Customer Care

1915 South; Jacksonville (FL); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Benefits package

401(k) retirement plan

Employee discounts

Career development

Job summary

1915 South in Jacksonville, FL is seeking an Associate of Guest Solutions to be the front line of the guest experience. You will handle calls, process service and warranty claims, coordinate delivery, manage orders, and provide virtual in-store support via tablet and Teams.

You own the full guest journey with teammates. The role requires a high school diploma and at least 1 year in customer service or a call center.

Qualifications

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

Communication

Education

High School diploma or equivalent

Tools

CRM software

Job description

1915 South in Jacksonville, FL is seeking an Associate of Guest Solutions to be the front line of the guest experience. You will handle calls, process service and warranty claims, coordinate delivery, manage orders, and provide virtual in-store support via tablet and Teams.

You own the full guest journey with teammates. The role requires a high school diploma and at least 1 year in customer service or a call center.