About the job
Associate of Guest Solutions
Become a vital part of our dynamic team at 1915 South, where we pride ourselves on operational excellence across 30 Ashley stores and 3 distribution centers throughout the southeastern United States, including Georgia, Florida, Alabama, North Carolina, Mississippi, and Virginia. Our organization is dedicated to nurturing employee growth, delivering outstanding customer service, and fostering a passionate work environment. If you're ready to elevate your career with the leading furniture brand globally, we invite you to apply today!
Position Overview:
The Associate of Guest Solutions is pivotal in shaping the guest experience. This multifaceted role involves comprehensive training across all Guest Solutions functions, enabling you to manage every guest interaction from initial contact to final resolution. Responsibilities include handling incoming calls, addressing customer care issues, processing service and warranty claims, coordinating delivery support, managing orders, scheduling services, executing retention strategies, and providing virtual in-store assistance via tablet and Teams. Every Associate is empowered to own the complete guest journey.
Key Responsibilities:
- Manage all incoming guest calls, striving for first-contact resolution whenever possible.
- Process service and warranty claims from initiation to resolution.
- Coordinate delivery support, including scheduling, tracking, and issue resolution.
- Oversee post-purchase order tasks: ticket splitting, payments, messaging, and status updates.
- Implement retention strategies when guests indicate a desire to cancel or return, utilizing authorized tools and offers.
- Provide virtual in-store assistance via tablet and Teams for guests escalated on the sales floor.
- Proactively follow up with guests to ensure resolution and satisfaction.
- Maintain accurate records in CRM and ticketing systems for every interaction.
- Complete and uphold 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.
- Achieve individual KPI targets for customer satisfaction, first-call resolution, saves, and follow-up compliance.

