Job Description

Your Role at Raising Cane’s:

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

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 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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