Associate of Guest Solutions

Associate, Guest Solutions

Join our winning team, 1915 South, as an Associate of Guest Solutions. 1915 South owns and operates 30 Ashley stores and 3 distribution centers across the southeast, including locations in Georgia, Florida, Alabama, North Carolina, Mississippi, and Virginia. Our company is focused on employee growth and development, providing exceptional customer service and being passionate about what we do! If you want to take your career to a new level of professional success with the #1 Furniture Brand in the world, complete an application with us today!

Position Summary:

The Associate of Guest Solutions is the front line of the guest experience. This role is cross-trained on every Guest Solutions function and is expected to handle any guest interaction from first contact through final resolution. Associates take incoming calls, manage customer care issues, process service and warranty claims, coordinate delivery support, handle order management, schedule services, execute save strategies, and provide virtual in-store support via tablet and Teams. There are no separate queues or specialists - every Associate owns the full guest journey.

Job Duties:

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.

Required Qualifications:

Education: High School diploma or equivalent, required.

Experience: 1+ year of customer service, call center, or guest-facing experience, required.

Physical and Work Environment Requirements:

Physical Demands: Lifting (10lbs), Standing (25% of Time), Travel (0% of Time)

Work Environment: Office Setting

Schedule: Weekdays, Evenings, and Weekends.

Why 1915 South?

Compensation: Competitive commission-based pay with performance bonuses

Benefits: Comprehensive benefits package for you and your family, including medical, dental, vision, disability, and life insurance

Paid Time Off: Paid vacation and sick leave

Retirement: 401(k) retirement plan with company matching contributions

Tuition Assistance: College tuition support through Thomas University

Employee Discounts: Generous employee discounts on furniture

Career Development: Long-term career advancement opportunities with a strong promote-from-within culture. Many of our leaders at 1915 South began their careers here- when you join us, you’re not just taking a job, you’re building a future!