Guest Services Representative III

At Caribou Coffee we create day-making experiences that spark a chain reaction of GOOD! This is our purpose. Our team brings this to life by focusing on what’s really important around here – TEAM, GUEST, BUSINESS! It’s that simple. If you’re ready to work somewhere you can be yourself while making an impact on your community, creating life-long relationships, and serving the best coffee around, join our herd!

Guest Service Representative III

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.

• 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.

• Brings Caribou’s Core Values to life:
  Support One Another, Make Fun Happen, Be Yourself, Take Ownership, and Serve With Love.
• Uses critical thinking, good judgment, and sound decision-making to resolve guest issues.
• Demonstrates initiative, urgency, and ownership in a fast-paced, guest-focused environment.
• Communicates clearly and professionally with guests, team members, and business partners.
• Adapts quickly to changing business needs, priorities, and service issues.
• Learns and uses customer service systems, including basic configuration and workflow optimization.
• Builds reports and dashboards that support insights and decisions.
• Trains and coaches team members using clear, adaptable communication.

• 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

• 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

The physical requirements for this position include sitting, standing, bending, lifting, and moving intermittently during working hours. These physical requirements must be accomplished with or without reasonable accommodation.

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