Guest Support Specialist

Summary

A Guest Support Specialist (GSS) is the frontline advocate for guests, responsible for delivering timely, friendly, and effective support across multiple channels (Call Center, email feedback, feedback platforms, etc.). The role focuses on resolving issues, answering questions, and ensuring every guest interaction feels smooth, personal, and positive. The best GSSs are genuinely excited to help guests. They’re patient, empathetic, and passionately communicative. The Guest Support Specialist can put themselves in their guests’ shoes and advocate for them when necessary. They are confident at troubleshooting and investigate if they don’t have enough information to resolve concerns or complaints. The target is to ensure excellent service standards, respond efficiently to inquiries and maintain high guest satisfaction.

Work Location and Schedule Expectations

The Guest Support Specialist is a remote position. Employees are expected to maintain a home office, Laptop and associate hardware will be provided. Remote employees must reside in one of the states where Elite Restaurant Group operates. Your schedule will be determined to support the needs of the team to support our restaurants and guests.  The Schedule for this role will be Friday - Tuesday 1pm - 9pm Pacific Time, with Wednesday-Thursday Off.

Key Responsibilities

• Build and maintain strong guest relationships (by proactively addressing needs) and delivering high-quality, timely, and professional guest experiences across all MOD feedback channels including any necessary follow up with guests to confirm issue resolution and ensure satisfaction.

• Verify information and ask thoughtful, probing questions to determine the most effective resolution and course of action.

• Accurately tag and categorize guest feedback to support reporting and process improvements.

• Follow established troubleshooting routines to provide technical assistance for MOD Rewards account members.

• De-escalate guest concerns and manage complaints with empathy, effectiveness, and confidence.

• Collaborate with third-party partners to resolve guest issues accurately and efficiently.

• Maintain a neutral/positive (when appropriate), patient, and solution-oriented approach in all interactions.

• Collaborate with other Guest Support Specialists to identify trends, implement industry best practices/standards, and resolve guest questions and issues effectively.

Basic Qualifications

• A passion/commitment to being of service to others with experience handling multiple customers, guests or individuals often in urgency, time sensitive situations.

• Track record of providing outstanding service and building strong relationships through care, urgency, and follow-through.

• Excellent interpersonal, written, and verbal communication skills, including professionalism, clear diction, appropriate tone, and strong command of grammar.

• Ability to effectively prioritize tasks while reading, typing, and navigating multiple systems during guest interactions.

• Ability to demonstrate professionalism, neutrality, and composure in high-pressure situations.

• Ability to manage time and priorities with support from Guest Support Lead or Manager of Guest Experience Operations.

• Strong problem-solving and conflict-management skills.

• Flexibility to work varying schedules based on business needs.

• Understanding of and commitment to MOD’s values, demonstrated through daily interactions and service approach.

Physical Requirements

Office work involves remaining in a stationary position most of the time in front of a computer, using a keyboard, mouse and telephone. Regularly operate a computer and other office equipment. Occasionally move about the work site to access file cabinets, office equipment, etc. Exert up to 10 lbs. of force occasionally, and/or a negligible amount of force frequently or regularly move objects. Communicate and exchange information with co-workers and other individuals in person and electronically.