Associate of Guest Solutions

About the role

1915 South, owner and operator of 41 Ashley furniture stores and 4 distribution centers across the southeast, is hiring an Associate of Guest Solutions in its JAX Town Center location. The Associate is the front line of the guest experience, cross-trained on every Guest Solutions function and expected to handle any guest interaction from first contact through final resolution. The role covers incoming calls, customer care issues, service and warranty claims, delivery support, order management, scheduling, save strategies and virtual in-store support via tablet and Teams.

Key responsibilities

• 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 such as ticket splitting, payments, messaging and status updates
• Execute save strategies when guests intend 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
• Take part in team huddles, coaching sessions and quality reviews, and support the store support Teams channel during assigned shifts
• Meet individual KPI targets for CSAT, first-call resolution, saves and follow-up compliance

Required profile

• High school diploma or equivalent
• At least 1 year of customer service, call center or guest-facing experience
• Able to lift 10 lbs and stand for 25% of the time; office setting
• Schedule includes weekdays, evenings and weekends

What we offer

• Commission-based pay with performance bonuses
• Medical, dental, vision, disability and life insurance
• Paid vacation and sick leave
• 401(k) with company matching
• Tuition assistance through Thomas University
• Employee discounts on furniture and long-term career advancement opportunities