Hiring: Guest Services Representative III Company: Caribou Coffee Location: Brooklyn Center, MN Job Posted Time: 2026-09-17 01:56:07 Target Skills & Keywords : Microsoft Office, Spark, Zendesk About the job Experience: •5 years of customer service, guest relations, call center, or contact center experience, including escalated or complex issue resolution •1+ years’ experience in Caribou Coffee store at a shift lead level or higher Required Skills: •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. •Process and Platform Support •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. Qualifications: •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 Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!