The Guest Services Representative 2 provides advanced back-office case management support, serving as a subject matter expert and key problem solver for complex guest concerns. This role is responsible for researching and resolving issues, proactively communicating outcomes and next steps, and ensuring a seamless and positive guest experience through effective issue resolution and customer support.
Position Description
Essential Duties and Responsibilities include the following. Other duties may be assigned.
• Serve as a Guest Advocate by collaborating with internal and external partners to understand guest requests and ensure swift resolution of issues.
• Take ownership of escalated guest concerns and ensure all issues are fully resolved.
• Research guest accounts and interactions to identify knowledge gaps, process opportunities, and root causes.
• Capture accurate and detailed notes to summarize guest interactions and account activity.
• Address guest needs by utilizing soft skills, discovery and needs identification techniques, problem-solving abilities,
available tools, and knowledge of company products, services, and policies.
• Coach and mentor Guest Services team members in real time on company processes, procedures, and best practices.
• Communicate work status, key issues, and emerging trends to leadership.
• Model and promote the Living Spaces Culture in all guest and team member interactions.
• Meet and exceed established performance metrics and service standards.
• Participate in ongoing training and development opportunities; limited travel may be required.
• Assist guests with inbound service inquiries through phone, chat, email, and other written communication channels.
LSA1
Qualifications
Education/Experience: High school diploma or general education degree (GED). 3 years of related experience in a call center or customer service. Work experience at Living Spaces is a plus. Equivalent combination of education and experience wi
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