Guest Engagement Specialist - Tier 2
About The Position
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.
Requirements
- 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
Nice To Haves
- 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
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
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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
