• Part-time Customer Relations Specialist

    Job Locations US-TX-Plano
    Requisition ID
    2018-9952
    Department (Portal Searching)
    Restaurant Excellence
    Location : Address
    6800 Bishop Rd
    Location : City
    Plano
    Location : State/Province
    TX
    Location : Postal Code
    75024
  • Overview

    The Customer Relations Specialist is responsible for leading the execution of customer relations.  The Specialist, Customer Relations follows procedures and decisions support for call routing, issue escalation, and resolution, including cross-department involvement and collaboration.

    Responsibilities

    • Execution: Receive and manage customer contacts meet or exceed company standards (friendly, timely, and professional); ensure each contact is logged accurately, routed to the appropriate channels, and that all issues receive consistent follow-up, and are successfully resolved.
    • Customer Recovery: Executes customer recovery per Raising Cane’s standards, policies and procedures.
    • Data Management: Manage the database system, structure, and processes for customer-related calls and emails arriving into the Restaurant Support Office.
    • 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.
    • Reporting and Communication: Prepares status reports for management regarding current and past call intake and resolution performance. Compiles reports and data to support the appropriate company and department reporting intervals (weekly, monthly, and quarterly) in a timely and comprehensive manner: uses all company channels and mediums of communication effectively and efficiently.

    Qualifications

    • College Degree or Some College Preferred
    • For external hire, minimum of 1 year of Customer Relations experience with a proven record of success required.
    • For internal promotion, minimum of 2 years as a Crewmember or Shift 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.
    • 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 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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