Position Summary The Guest Service Lead will provide support to both agents and guests with all service-related questions over the phone or by email/chat. Warranty and/or Claims handling experience a preferred! Position Description Essential Duties and Responsibilities Serve as a “Guest Advocate,” collaborating with internal and external partners to understand customer requests and swiftly resolve Take ownership of escalated guests and ensure any issues are fully resolved Research specific accounts and interactions to identify knowledge or process gaps Capture accurate notes to summarize interactions on guest accounts Address guest needs using a combination of soft skills, discovery/needs identification, problem solving, available tools, and knowledge of company products and policies Coach and mentor agents in the moment on company processes and procedures Communicate work status and trends to leadership Model the Living Spaces Culture Consistently meet/exceed key metrics. Participate in ongoing trainings. Limited travel may be involved Assist with ad hoc inbound phone calls, as needed 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 will be considered. Computer Skills: To perform this job successfully, an individual should have proficient knowledge of Microsoft Word, Excel, and Outlook. Experience with AX, Genesys Cloud, and MS Dynamics is a plus. Position Hiring Range The hiring pay range provides a good faith estimate of the salary or hourly wage that Living Spaces expects to pay for the position upon hire. Pay will be determined by several factors, including, but not limited to: applicant's education, relevant work experience, knowledge, applicable and relevant