Guest Engagement Specialist - Tier 2

Corporate Office - Knoxville, TN

Who Are We?

Stand Out For Good, Inc. is a rapidly growing women’s fashion brand with 5 brands and 130+ locations in 40 states. It feels like a sanctuary - a place of beauty from the inside out. From welcoming experiences and warm associates to thoughtfully curated products, our brand is built upon the founding principles of giving back and making a difference in the world.

Our Mission

"Stand Out. For Good". At Altar'd State, those four words are more than just our motto, they are why we exist. From Mission Mondays, where 10% of our net proceeds go directly to local charitable organizations, to our long-standing partnership with Coprodeli USA, in which we are in the process of building 22 schools for impoverished communities in Peru, we are committed to giving back in meaningful ways to those in need.

Position Overview

The Tier 2 Guest Services Agent plays a critical role in supporting both Tier 1 agents and overall Guest Services operations. This position is responsible for handling escalated guest concerns, financial disputes, and complex service issues while ensuring a high level of accuracy, professionalism, and care. The Tier 2 Agent also provides real-time support to Tier 1 agents through Google Chat, assists with emails and tickets, and helps manage daily operational flow within the department. A successful candidate is highly detail-oriented, calm under pressure, and skilled at balancing multiple priorities in a fast-paced environment.

Key Responsibilities

• Provide real-time support to Tier 1 agents via Google Chat, helping resolve questions, troubleshoot issues, and ensure consistent guest experience
• Handle escalated guest situations with professionalism, empathy, and a focus on resolution
• Manage and respond to guest emails and support tickets in a timely and accurate manner
• Research and resolve financial disputes, including billing issues, refunds, and order discrepancies
• Monitor and manage fraud prevention platform activity, identifying suspicious transactions and taking appropriate action in alignment with company policies
• Assist in managing the daily operational flow of Guest Services, helping ensure coverage, efficiency, and consistency across channels
• Serve as backup support for Tier 1 channels including phone, chat, and SMS during high-volume periods
• Analyze complex guest concerns to determine appropriate solutions while following company policies and procedures
• Collaborate closely with supervisors and leadership to escalate systemic issues or recurring concerns
• Maintain accurate documentation of all interactions, resolutions, fraud reviews, and financial adjustments
• Support process improvements by identifying trends and sharing insights from guest interactions
• Ensure all guest interactions align with the Stand Out For Good brand values and service standards

Required Qualifications

• Strong customer service experience with the ability to handle complex or escalated situations
• Excellent written and verbal communication skills
• High attention to detail with strong problem-solving abilities
• Ability to manage multiple priorities in a fast-paced, high-volume environment
• Comfortable working with financial data and resolving billing or dispute-related issues
• Strong teamwork and collaboration skills
• Proficient in Google Workspace and ability to quickly learn new systems
• Ability to remain calm, professional, and solution-focused under pressure
• Understands the Stand Out For Good culture and consistently models company values
• Flexibility to work varied shifts, including nights and weekends
• Must be able to sit at a desk for extended periods of time
• Must be able to lift up to 15lbs

Preferred Qualifications

• Associate or Bachelor degree preferred
• Previous Tier 2, escalation, or advanced customer service experience preferred
• Retail, hospitality, or contact center experience preferred
• Experience handling financial disputes or order resolution preferred

Benefits

• Part time:
• 4 hours paid volunteer time off per month
• Generous associate discount
• Full time:
• Two weeks accrued paid vacation
• 8 Paid wellness days, 7 paid holidays
• Your birthday off with pay
• 4 hours paid volunteer time off per month
• Paid pregnancy & parental leave
• Paid 4 week sabbatical after 5 years of continuous, full-time service
• Comprehensive medical, vision and dental insurance with HSA option
• 401k plan
• Adoption assistance program
• Generous associate discount

Schedule & Compensation

• NOTE: THIS IS NOT A REMOTE POSITION
• Schedule: Must be available to work nights/weekends.

Stand Out For Good, Inc. is an equal opportunity employer and values diversity. All employment decisions are decided on the basis of qualification, merit and business need. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.

We are proud to share that our associates have made us one of Fortune's Best Companies to Work For! Recently, our team has received the following recognition:

• #73 in Fortune 100 Best Companies to Work For® 2023
• #4 in Fortune Best Workplaces in Retail™ 2022
• #93 in Best Workplaces for Millennials™ 2023
• #34 in Fortune Best Workplaces for Women™ 2022