Position Summary
The Guest Services Representative 1 will help resolve incoming customer support questions via phone, chat, or other written communication channels.
Position Description
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Answer inbound guest inquiries in a high-volume contact center.
- Address guest questions and needs, using a combination of soft skills, discovery/needs identification, problem solving, available tools, and knowledge of company products and policies
- Capture accurate notes to summarize interactions on guest accounts.
- Ensure timely follow-up for anything that requires additional research. May include reaching out to other teams or departments and then placing an outbound call or writing to the guest with an update.
- Consistently meet/exceed key metrics such as Average Handle Time, Calls/Chats Per Hour, Quality Assurance (QA), Schedule Adherence, and Customer Satisfaction.
- Participate in ongoing training. Limited travel may be involved.

Qualifications
Education/Experience:



High School Diploma or General Education Diploma (GED) equivalent. One to two years of related experience in customer service. Previous experience in a high-volume, multi-channel setting (phone, chat, and/or email) call center environment is preferred. Experience handling multiple systems or tools simultaneously, with strong attention to detail in documenting customer interactions is a plus. Strong written and verbal communication skills, with the ability to communicate clearly and professionally. Equivalent combination of education and experience will be considered.
Computer Skills: To perform this job successfully, an individual must have experience in Microsoft Office programs including Word, Excel, PowerPoint, and Outlook. Experience with Intercom, AX, Genesys Cloud, & Pega CRM is a plus.
Position Hiring Range
The hiring pay range provides a good faith estimate of the salary or hourly wage that Living Spaces exp

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