Tier 3 Escalation Specialist Great Wolf Lodge

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    "raw": "Belize City, Belize, 12345, Belize",
    "city": "Belize City",
    "region": "Belize",
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  "inferred_at": "2026-06-06T10:23:56.242Z",
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    "id": "400",
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    "location": {
      "city": "Belize City",
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    "departmentLabel": "D100 - Belize",
    "employmentStatusLabel": "Full-Time"
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    "location": {
      "city": "Belize City",
      "state": "Belize",
      "postalCode": "12345",
      "addressCountry": "Belize"
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    "datePosted": "2026-03-09",
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    "description": "<p><span style=\"font-family: 'book antiqua', palatino; font-weight: bold\">Job Summary</span></p>\n<p><br><br></p>\n<p><span style=\"font-family: 'book antiqua', palatino\">The Tier 3 Guest Resolution Agent serves as the highest escalation point within the Guest Recovery framework. This role manages executive-level, legal, and PR-sensitive guest concerns requiring advanced judgment, higher empowerment, and strategic coordination.</span></p>\n<p><span style=\"font-family: 'book antiqua', palatino\">Tier 3 Agents act as subject-matter experts across all lines of business—Service, Sales, Chat, Social, and Case Management—and are responsible for ensuring that every guest resolution upholds the brand’s standards of empathy, integrity, and excellence. They also mentor, coach, and train Tier 1 and Tier 2 agents to continuously strengthen emotional intelligence, communication skills, and consistency in guest recovery practices.</span></p>\n<p><span style=\"font-family: 'book antiqua', palatino\">This team partners closely with the Guest Experience Specialist, providing timely updates on case outcomes, key insights, and opportunities for systemic improvement.</span></p>\n<p><br><br></p>\n<p><span style=\"font-family: 'book antiqua', palatino; font-weight: bold\">Key Responsibilities</span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"font-family: 'book antiqua', palatino\">Manage and resolve high-severity and executive-level escalations referred by Tier 2, Executive Leadership, or external entities (e.g., BBB, Legal, PR).</span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: 'book antiqua', palatino\">Serve as a subject-matter expert across Service, Sales, Chat, Social, and Case Management, ensuring consistent and aligned guest-facing experiences.</span></li>\n<li><span style=\"font-family: 'book antiqua', palatino\">Partner with the Guest Experience Specialist, lodge leadership, Contact Center Operations, and cross-functional stakeholders to align on escalation strategy, communicate outcomes, and ensure visibility into resolution decisions.</span></li>\n<li><span style=\"font-family: 'book antiqua', palatino\">Provide executive-level written and verbal responses for sensitive guest cases that balance empathy, accountability, and brand protection.</span></li>\n<li><span style=\"font-family: 'book antiqua', palatino\">Mentor and coach Guest Recovery tiers on empathy, tone, and emotional-intelligence best practices; review Tier 2 resolutions and provide feedback as needed.</span></li>\n<li><span style=\"font-family: 'book antiqua', palatino\">Conduct end-to-end analysis of escalated cases to understand the full guest journey, identify escalation drivers, and recommend preventive improvements.</span></li>\n<li><span style=\"font-family: 'book antiqua', palatino\">Collaborate with Legal, PR, Operations, and other internal partners on high-risk or brand-sensitive matters.</span></li>\n<li><span style=\"font-family: 'book antiqua', palatino\">Maintain accurate, compliant documentation of all escalations, actions, and outcomes in Salesforce or equivalent CRM systems.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-family: 'book antiqua', palatino; font-weight: bold\">Required Qualifications</span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"font-family: 'book antiqua', palatino\">Prior supervisory or leadership experience, especially in guest recovery, case management, or contact-center settings.</span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: 'book antiqua', palatino; font-weight: bold\">Experience collaborating with Legal, PR, or Operations on brand-reputation or guest-relations cases.</span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: 'book antiqua', palatino; font-weight: bold\">3–5 years of hospitality, customer-service, or escalation-management experience, including exposure to executive or legal escalations.</span></li>\n<li><span style=\"font-family: 'book antiqua', palatino; font-weight: bold\">Proven ability to navigate complex or emotionally charged situations with discretion and professionalism.</span></li>\n<li><span style=\"font-family: 'book antiqua', palatino\">Excellent written and verbal communication skills; able to draft brand-aligned, executive-level correspondence.</span></li>\n<li><span style=\"font-family: 'book antiqua', palatino\">Highly organized and detail-oriented, with a commitment to timely resolution and documentation accuracy.</span></li>\n<li><span style=\"font-family: 'book antiqua', palatino\">Proficiency in Microsoft Office; experience with Salesforce or similar CRM systems preferred.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-family: 'book antiqua', palatino; font-weight: bold\">Preferred Qualifications</span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"font-family: 'book antiqua', palatino\">Advanced proficiency in empathy, strategic problem-solving, and crisis communication</span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: 'book antiqua', palatino\">Strong analytical and decision-making abilities within policy and empowerment frameworks.</span></li>\n<li><span style=\"font-family: 'book antiqua', palatino\">Demonstrated success coaching and developing teams in empathy and emotional intelligence.</span></li>\n<li><span style=\"font-family: 'book antiqua', palatino\">Familiarity with complaint-management systems and risk-mitigation practices.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-family: 'book antiqua', palatino; font-weight: bold\">Key Success Metrics</span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"font-family: 'book antiqua', palatino\">Timeliness and quality of executive-level case resolutions.</span></li>\n<li><span style=\"font-family: 'book antiqua', palatino\">Guest satisfaction and sentiment improvement post-resolution.</span></li>\n<li><span style=\"font-family: 'book antiqua', palatino\">Reduction in repeat escalations and improved closure at lower tiers.</span></li>\n<li><span style=\"font-family: 'book antiqua', palatino\">Quality and impact of coaching delivered to Tier 1 and Tier 2 agents.</span></li>\n<li><span style=\"font-family: 'book antiqua', palatino\">Accuracy and consistency of case documentation and communication to the Guest Experience Specialist and contact center Operations team.</span></li>\n</ul>",
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    "jobOpeningName": "Tier 3 Escalation Specialist Great Wolf Lodge",
    "departmentLabel": "D100 - Belize",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Experienced",
    "jobOpeningShareUrl": "https://transparentbpo.bamboohr.com/careers/400",
    "employmentStatusLabel": "Full-Time"
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