Tier 3 Escalation Specialist Great Wolf Lodge

Job Summary

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.

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.

This team partners closely with the Guest Experience Specialist, providing timely updates on case outcomes, key insights, and opportunities for systemic improvement.

Key Responsibilities

• Manage and resolve high-severity and executive-level escalations referred by Tier 2, Executive Leadership, or external entities (e.g., BBB, Legal, PR).

• Serve as a subject-matter expert across Service, Sales, Chat, Social, and Case Management, ensuring consistent and aligned guest-facing experiences.
• 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.
• Provide executive-level written and verbal responses for sensitive guest cases that balance empathy, accountability, and brand protection.
• Mentor and coach Guest Recovery tiers on empathy, tone, and emotional-intelligence best practices; review Tier 2 resolutions and provide feedback as needed.
• Conduct end-to-end analysis of escalated cases to understand the full guest journey, identify escalation drivers, and recommend preventive improvements.
• Collaborate with Legal, PR, Operations, and other internal partners on high-risk or brand-sensitive matters.
• Maintain accurate, compliant documentation of all escalations, actions, and outcomes in Salesforce or equivalent CRM systems.

Required Qualifications

• Prior supervisory or leadership experience, especially in guest recovery, case management, or contact-center settings.

• Experience collaborating with Legal, PR, or Operations on brand-reputation or guest-relations cases.

• 3–5 years of hospitality, customer-service, or escalation-management experience, including exposure to executive or legal escalations.
• Proven ability to navigate complex or emotionally charged situations with discretion and professionalism.
• Excellent written and verbal communication skills; able to draft brand-aligned, executive-level correspondence.
• Highly organized and detail-oriented, with a commitment to timely resolution and documentation accuracy.
• Proficiency in Microsoft Office; experience with Salesforce or similar CRM systems preferred.

Preferred Qualifications

• Advanced proficiency in empathy, strategic problem-solving, and crisis communication

• Strong analytical and decision-making abilities within policy and empowerment frameworks.
• Demonstrated success coaching and developing teams in empathy and emotional intelligence.
• Familiarity with complaint-management systems and risk-mitigation practices.

Key Success Metrics

• Timeliness and quality of executive-level case resolutions.
• Guest satisfaction and sentiment improvement post-resolution.
• Reduction in repeat escalations and improved closure at lower tiers.
• Quality and impact of coaching delivered to Tier 1 and Tier 2 agents.
• Accuracy and consistency of case documentation and communication to the Guest Experience Specialist and contact center Operations team.