Guest Engagement Specialist - Tier 2

Position Overview

The Tier 2 Guest Services Agent plays a critical role in supporting both Tier 1 agents and overall Guest Services operations. This position is responsible for handling escalated guest concerns, financial disputes, and complex service issues while ensuring a high level of accuracy, professionalism, and care. The Tier 2 Agent also provides real-time support to Tier 1 agents through Google Chat, assists with emails and tickets, and helps manage daily operational flow within the department. A successful candidate is highly detail-oriented, calm under pressure, and skilled at balancing multiple priorities in a fast-paced environment.

Key Responsibilities

• Provide real-time support to Tier 1 agents via Google Chat, helping resolve questions, troubleshoot issues, and ensure consistent guest experience
• Handle escalated guest situations with professionalism, empathy, and a focus on resolution
• Manage and respond to guest emails and support tickets in a timely and accurate manner
• Research and resolve financial disputes, including billing issues, refunds, and order discrepancies
• Monitor and manage fraud prevention platform activity, identifying suspicious transactions and taking appropriate action in alignment with company policies
• Assist in managing the daily operational flow of Guest Services, helping ensure coverage, efficiency, and consistency across channels
• Serve as backup support for Tier 1 channels including phone, chat, and SMS during high-volume periods
• Analyze complex guest concerns to determine appropriate solutions while following company policies and procedures
• Collaborate closely with supervisors and leadership to escalate systemic issues or recurring concerns
• Maintain accurate documentation of all interactions, resolutions, fraud reviews, and financial adjustments
• Support process improvements by identifying trends and sharing insights from guest interactions
• Ensure all guest interactions align with the Stand Out For Good brand values and service standards

Required Qualifications

• Strong customer service experience with the ability to handle complex or escalated situations
• Excellent written and verbal communication skills
• High attention to detail with strong problem-solving abilities
• Ability to manage multiple priorities in a fast-paced, high-volume environment
• Comfortable working with financial data and resolving billing or dispute-related issues
• Strong teamwork and collaboration skills
• Proficient in Google Workspace and ability to quickly learn new systems
• Ability to remain calm, professional, and solution-focused under pressure
• Understands the Stand Out For Good culture and consistently models company values
• Flexibility to work varied shifts, including nights and weekends
• Must be able to sit at a desk for extended periods of time
• Must be able to lift up to 15lbs

Preferred Qualifications

• Associate or Bachelor degree preferred
• Previous Tier 2, escalation, or advanced customer service experience preferred
• Retail, hospitality, or contact center experience preferred
• Experience handling financial disputes or order resolution preferred

Benefits

• Part time: 4 hours paid volunteer time off per month; generous associate discount
• Full time: Two weeks accrued paid vacation; 8 Paid wellness days; 7 paid holidays; your birthday off with pay; 4 hours paid volunteer time off per month; paid pregnancy & parental leave; paid 4 week sabbatical after 5 years of continuous, full-time service; comprehensive medical, vision and dental insurance with HSA option; 401k plan; adoption assistance program; generous associate discount

Schedule & Compensation

Note: This is not a remote position.
Compensation: $22/hr
Schedule: Must have open availability