Customer Relations Representative II

Overview:

At Raising Canes Chicken Fingers we serve only the best tasting and most craveable chicken finger meals. Its our ONE LOVE. Our Crew make it happen, our Culture makes it unique and the Community makes it all worthwhile.??
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Every talented Crewmember in our Restaurant Support Office (RSO) is important to our success and a value to our rapidly growing Company. We all work with a sense of purpose and focus on our chicken finger meals, Customers, Crew, Communities and Company Culture. We are constantly striving to Raise The Bar. The future for Raising Canes is growth focused and were on the path to being one of the top 10 restaurant companies in the United States.???

Your Role at Raising Canes:
The Customer Relations Lead is responsible for leading efforts serve customers beyond the restaurant by handling customer communications in a caring, genuine, and authentic way. This role is tasked with assisting with escalations, training, and recovery of Raising Canes customers.

Your Impact and Responsibilities:
Acts as the liaison between the customer relations team, department leadership, and cross-functionally as needed
Manages customer contacts via web form, phone or email and meets company standards for all communications which include general inquiries, technical issues, and recovery situations
Performs routine reviews for quality assurance including sample calls and holding tank/digital feedback processing to ensure quality and accuracy
Ensures procedures are followed and updated as needed
Ensures each contact is logged completely and accurately into the CRM system, routed to the appropriate channels, receives consistent follow-up, and are successfully resolved
Monitors and engages with customer communications via all social media channels and escalates when necessary
Assists preparing influential presentations regarding current and past customer contacts, resolution, performance, and key milestones
Assists with training new representatives in the department
Assists with identifying improvement areas or additional training needs
Maintains up to date on restaurant operations knowledge including company standards, policies, performance criteria and company programs used to manage, resolve, and report overall satisfaction in the restaurants

Requirements for Success:
Experience in a high-volume customer service capacity (QSR/fast casual restaurant or retail preferred)
Able to consistently engage with customers in a professional and empathetic manner and communicate calmly and confidently with customers and internal partners; Bilingual preferred
Able to handle difficult situations and escalations and bring them to resolution
Detail-oriented, organized, and able to manage multiple priorities that may be constantly changing
Self-driven, flexible, and highly energetic with advanced skills in listening, written and verbal communication
Able to comprehend and record communication details completely and accurately
Ability to work effectively and efficiently both independently and collaboratively
Able to work a full-time varied schedule, including days, nights and weekends at the Restaurant Support Office in Plano, TX
2+ years of customer relations or contact center experience with proven success record, or 1+ years as an hourly restaurant manager at Raising Canes
Proficient in Microsoft Office Suite: Excel, PowerPoint, Outlook, and Word