Job Description

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 Cane’s 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

Qualifications

• 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 Cane’s
• Proficient in Microsoft Office Suite: Excel, PowerPoint, Outlook, and Word

Additional Information

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

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