The Guest Service Representative will be responsible for fielding inbound service calls and resolving guest issues over the phone. This position involves answering inbound guest calls in a high-volume call center, addressing guest questions and needs using a combination of soft skills, discovery/needs identification, problem solving, available tools, and knowledge of company products and policies. The representative will capture accurate notes to summarize interactions on guest accounts and ensure timely follow-up for anything that requires additional research, which may include reaching out to other teams or departments and then placing an outbound call or emailing the guest with an update. Consistently meeting or exceeding key metrics such as Average Handle Time, Call Quality (QA), Schedule Adherence, and Calls Per Hour is essential. Participation in ongoing trainings is also required. Limited travel may be involved.