Manager of Guest Solutions

Manager, Guest Solutions

Join our winning team, 1915 South, as the Manager 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 Manager of Guest Solutions leads the unified 13-person team responsible for every guest touchpoint: incoming calls, customer care, service and warranty claims, delivery support, order management, scheduling, saves, and virtual in-store support. This role owns service quality, team performance, cross-training, and the quarterly Lead selection process. The GS Manager ensures that every specialist is interchangeable and that the team operates as a single, high-performing unit.

Job Duties:

• Lead and manage the full Guest Solutions team: Assistant Manager, Lead, and 11 Associates

• Own service quality, team CSAT, first-call resolution, and saves conversion metrics

• Manage team scheduling to ensure adequate coverage across all functions and channels

• Drive and maintain cross-training program so every Associate is interchangeable across all duties

• Select and evaluate the quarterly Lead rotation based on performance and leadership readiness

• Conduct bi-weekly coaching sessions and regular performance reviews

• Monitor call quality, handle escalated guest issues, and model resolution excellence

• Manage virtual store support channel performance and response standards

• Partner with Director on KPI development, bonus allocation, and strategic planning

• Coordinate with Operations Managers on cross-functional issues affecting stores and guests

• Report on team performance metrics weekly and present quarterly business reviews

• Oversee hiring, onboarding, and ongoing development for Guest Solutions team members

Required Qualifications:

· Education: Associate’s degree or higher, preferred. Equivalent experience considered.

· Experience: 3+ years of customer service or call center management experience.

Physical and Work Environment Requirements:

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

· Work Environment: Office Setting/ Field.

· Schedule: Weekdays, Evenings, and occasional weekends, as needed.

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!