Customer Relations Representative II

Job Title

Customer Relations Representative II

The Customer Relations Representative II serves customers beyond the restaurant by handling customer recovery in a caring, genuine, and authentic way. This role focuses on supporting Level I Representatives on escalations and overflow volume. They also represent Raising Cane's through response and recovery across all social media channels and online reviews.

Utilize scraping and aggregating software to review, code and respond to social media and online reviews to recover Customers and protect the brand. Support Level I Representatives on high volume overflow and escalations. Coordinate with other key Restaurant Support Office teams to perform higher level tasks, e.g. processing refunds, corresponding with leadership on escalations, and other role-specific tasks. Conduct routine quality assurance reviews to identify areas of opportunity for coaching or improving training and process documentation.

• 2+ years of experience in Customer relations, or 1+ years as a Raising Cane's customer-facing Zone Manager or Restaurant Manager, or equivalent professional experience
• Availability to work a full-time, varied schedule, including days, evenings, and weekends
• Must be able to work on-site at the Restaurant Support Office in Plano, TX, and remotely from a professional, distraction-free home environment as scheduled
• Ability to professionally, empathetically, and confidently engage with Customers and internal partners to de-escalate and resolve difficult situations
• Detail-oriented, organized, and flexible to support effective task management
• Exceptional auditory, written, and verbal communication and comprehension skills
• Ability to work effectively and efficiently both independently and collaboratively
• Proficiency in Microsoft Office, including Excel, Outlook, PowerPoint, and Word

Preferred Qualifications:

• Experience with social media and review aggregation software, case management systems, and call center phone systems
• Experience in a QSR, fast-casual Restaurant, or retail environment
• Some College
• Bilingual

All your information will be kept confidential according to EEO guidelines.

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