Guest Services Representative III
Core
Senior guest support specialist resolving complex, sensitive, and escalated inquiries across multiple service channels while improving service delivery processes.
Role type
Senior IC Guest Services Representative
Builds
Customer service workflows, knowledge base content, and reporting dashboards
Domain
QSR / Hospitality
Deliverable
dashboards & analysis
Required skills
Complex case resolution, CRM management, process documentation, trend analysis, cross-functional coordination, report building, peer coaching
Preferred skills
Zendesk proficiency, store shift lead experience, loyalty program support, injury/property damage case handling
Responsibilities
Respond to escalated guest/partner inquiries via phone, email, and chat; research and document complex cases in CRM; create and maintain knowledge base content and SOPs; build reports on guest feedback and team performance; train and coach team members on case resolution
Seniority
Senior, hands-on IC