Raising Cane's

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Customer Relations Specialist

Customer Relations Specialist

Requisition ID 
2018-4277
Job Locations 
US-TX-Plano
Department (Portal Searching) 
Operations
Location : Address 
6800 Bishop Rd
Location : City 
Plano
Location : State/Province 
TX
Location : Postal Code 
75024

More information about this job

Overview

The Specialist, Customer Relations has the opportunity to serve our Customers beyond the Restaurant.  This is accomplished through handling all Customer contacts in a caring, genuine, and authentic way for Raising Cane’s!  The Specialist, Customer Relations priority is to assist our Customers with any experience related to our Quality Chicken Finger Meals, Great Crew, Cool Culture, and Active Community Involvement.

Responsibilities

  • Case Management: Receive and manage Customer contacts via web form, phone, or email; meet or exceed company standards (friendly, timely, and professional); handle all general inquiries, requests, and suggestions regarding Raising Cane’s; and assist customers with Caniac Club questions or technical issues regarding their online account
  • Customer Recovery: Handles customer recovery and per Raising Cane’s standards, policies and procedures to establish a positive connection with every Customer
  • CRM/Social/Data Management: Ensure each contact is logged completely and accurately into the CRM system, routed to the appropriate channels, receives consistent follow-up, and are successfully resolved. Respond to Customer messages received on all social media channels and escalate when necessary.  Monitor social media throughout the day and engage with Customers where appropriate.
  • Reporting and Communication:  Assists with preparing influential presentations for leadership regarding current and past Customer contacts and resolution performance, pulls together information and data to support business priorities, supports timely and comprehensive reporting and presentations at key milestones, and uses all company communication methods and channels effectively and efficiently (web form, email, phone, social, etc.)

Qualifications

  • College Degree preferred.
  • For external hire, minimum of 1 year of Customer Relations experience with a proven record of success required.
  • For internal promotion, minimum of 1 year as a Shift Manager or Crewmember 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.
  • 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.  Experience with CRM systems helpful.
  • 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 company programs used to manage, resolve, and report the overall satisfaction of the customer experience.
  • 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.
  • 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.
  • Writing: Communicating effectively in writing as appropriate for the needs of the audience.
  • Active Learning: Understanding the implications of new information for both current and future problem-solving and decision-making.
  • Time Management: Managing one's own time.

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