• Manage inbound and outbound guest interactions across email, text, chat, and phone with professionalism and composure. • Support higher-value bookings and nuanced membership conversations, including account changes and retention discussions. • Independently handle complex guest scenarios and escalations with sound judgment. • Resolve routine guest issues using documented processes while identifying opportunities to improve outcomes. • Consistently meet or exceed performance metrics related to quality, productivity, and service-level expectations. • Provide peer support and informal coaching to Specialist I team members, reinforcing best practices and standards. • Demonstrate strong autonomy in decision-making while maintaining alignment with company policies and brand standards. • Maintain consistently high performance across all assigned channels.