• Customer Relations Manager

    Job Locations US-TX-Plano
    Requisition ID
    2018-10856
    Department (Portal Searching)
    Restaurant Excellence
    Location : Address
    6800 Bishop Rd
    Location : City
    Plano
    Location : State/Province
    TX
    Location : Postal Code
    75024
  • Overview

    The Manager, Customer Relations is responsible for managing the day-to-day activities and professional development of Cane’s Care Representatives, and to ensure all programs related to customer satisfaction (CSAT) and service quality communication are kept up to date and evolve according to changes in the organization and industry technology.

    Responsibilities

    • Execution: Ensure all customer calls meet or exceed company standards (friendly, timely, and professional); ensure each call is logged accurately, routed to the appropriate channels, and that all issues receive consistent follow-up, and are successfully resolved.
    • People Management: Responsible for the performance and professional development of Cane’s Care Representatives; ensure all personnel are consistent in the methods and means used to handle a wide range of customer issues, feedback, and questions.
    • Data Management: Manage the database system, structure, and processes for customer-related calls and emails arriving into the Restaurant Support Office; managing all changes and edits to systems and tools in accordance with organizational changes within the company, as well as evolutionary changes to call systems technology (software and hardware).
    • Website Administration: Ensure that all Customer-based websites (i.e. MarketForce) are maintained and up to date with Restaurant openings, labor data, and are aligned with current Market/Area/Regional operational designations. Manages the relationship between Raising Cane’s and Marketforce Representatives to ensure adjustments are timely, and all billing submitted to Accounting is accurate.
    • Program Management: This includes ongoing management of the following: Mystery Shop Inquiries/Frequencies, CSAT frequencies, and CSAT contests, prizes, and promotions; manages the roll-out of new programs as well as changes and iterations to existing programs to address requests from senior management.
    • Performance Reporting and Communication: Ensure all department programs are executed and completed at the appropriate intervals (weekly, monthly, and quarterly); uses all company channels and mediums of communication effectively and efficiently; ensures all Crewmembers across the department receive critical information and direction in a timely and comprehensive manner.
    • Maintain Knowledge: Stays current to industry trends, best practices, and emerging technologies related to customer/consumer relations, online communication technology, and call database management.

    Qualifications

    QUALIFICATIONS:

    • College Degree preferred.
    • For external hire, minimum of 2 years of Customer Relations management (or similar) with a proven record of success required.
    • For internal promotion, minimum of 2 years as a General Manager with Raising Cane’s. Must be in good company standing and have a proven record of performance.
    • Knowledge of the QSR/Fast Casual, or other customer service-based industry is preferred.

    KNOWLEDGE

    • Computers and Electronics: Knowledge of electronic equipment, computer hardware, peripheral devices, projection systems, technology systems, and basic operating system functionality.
    • Computer Software: Proficient in a variety of software systems, especially Microsoft Office (Word, Excel, Outlook, Power Point) and able to adapt to new systems easily.
    • Internal and External Customer Service: Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services provided, and evaluation of customer satisfaction.
    • Restaurant Operations: Expert level knowledge of company standards, practices, policies, and performance criteria for all business operations; understands industry-wide programs used to manage, resolve, and report the overall satisfaction of the customer experience.

    SKILLS

    • Reading Comprehension: Understanding written sentences and paragraphs in work related documents; has a command of the structure and content of the English language.
    • Problem Solving: Identifying problems and reviewing related information to develop and evaluate options and implement solutions.
    • Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
    • Systems Evaluation: Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
    • Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
    • Judgment and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate one.
    • Monitoring: Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
    • Presentation and Speaking: Talking to groups of people to convey information clearly and effectively.
    • Writing: Communicating effectively in writing as appropriate for the needs of the audience.

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