Guest Services Representative III

Bagel Brands•Brooklyn Center, MN

5d•Onsite

About The Position

The Guest Service Representative III is a senior-level guest support role responsible for resolving complex, sensitive, or escalated guest and partner inquiries across service channels. This role works independently within established procedures, uses sound judgment and CRM tools to research and document cases, and partners with internal teams to improve resolution quality and the overall guest experience.

Requirements

3–5 years of customer service, guest relations, call center, or contact center experience, including escalated or complex issue resolution
High school diploma or GED
Proficient with Microsoft Office applications
Experience using a CRM or customer service database to document activity, research information, and manage follow-up
Ability to work independently within established procedures and communicate effectively with guests, team members, and cross-functional partners

Nice To Haves

Associate or bachelor's degree
1+ years’ experience in Caribou Coffee store at a shift lead level or higher
Proficient in Zendesk customer service platform or similar software
Experience supporting complex programs, loyalty issues, digital ordering, or guest recovery situations
Experience in resolving complex and sensitive customer cases, including injury and personal property damage cases

Responsibilities

Responds to guest and partner inquiries by phone, email, chat, and other channels with accurate, empathetic, non-technical support.
Owns complex, sensitive, or escalated cases requiring research, customized responses, service recovery, or cross-functional coordination.
Assesses guest needs, determines next steps, and partners with field leadership, operations, product, technology, or other teams as needed.
Documents case activity, research, decisions, and follow-up in the customer relationship management platform.
Creates and maintains knowledge base content and standard operating procedures to support consistent service delivery.
Supports customer service platform administration, including user setup, workflows, tagging, triggers, and reporting fields.
Recommends improvements to tools, workflows, knowledge resources, and escalation practices.
Prepares routine and ad hoc reporting on guest feedback, case drivers, resolution outcomes, and team performance.
Identifies guest feedback trends and shares documented insights with leaders and business partners to support improvements.
Provides onboarding, peer coaching, and training support on complex case resolution, documentation, and guest communication.
Supports the Guest Service team by sharing knowledge, answering questions, and helping resolve issues.