GUEST RELATIONS CUST SVC REP

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Guest Relations
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ANA019 Requisition #
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The Guest Relations Customer Service Representative preserves brand value by listening to our guests and providing an empathetic, knowledgeable response to satisfy their needs and gain their trust and loyalty, and then documenting and distributing the comments in an accurate and timely manner.    

 

ESSENTIAL FUNCTIONS


 

May perform any or all of the following duties:

  • Answers incoming phone calls, listens to comments and/or concerns and provides an empathetic response to satisfy guest(s)
  • Identifies all necessary information including restaurant location and documents all comments, maintains an average handle time of less than 6 minutes per call
  • Responds to email inquiries utilizing the resources provided through Guest Relations
  • Creates and submits a detailed report for every interaction, determines reason code per call
  • Completes end-of-day activities such as reading and responding to coaching emails
  • Listens to monitored audios and takes appropriate corrective action
  • May assist team members with work tasks, compose an original email correspondence and/or streamline procedures and/or processes as needed or requested
  • Participates in departmental meetings, webinars and/or conference calls
  • Other duties and/or special projects as assigned in response to changing business conditions and/or requirements

  • Approximately one (1) to two (2) years of any combination of experience and/or education that demonstrates a basic knowledge in customer service in a call center environment
  • Excellent customer service and interpersonal skills
  • Basic knowledge in Microsoft Office Suite
  • Ability to adapt and handle multiple types of personalities, identifying issues and/or disputes, in an effort to provide a resolution
  • Bilingual Spanish language preferred
  • Excellent written and verbal English communication skills, ability to communicate effectively with all levels of management both internally and externally
  • Demonstrated ability to adapt to changing circumstances and environment, strong organizational skills and attention to detail
  • Strong work ethic; commitment to seeing duties completed at a high standard of quality
  • Must have excellent planning and problem solving skills
  • Flexibility changing shift assignments to accommodate business priorities
WORK ENVIRONMENT
  • Corporate Office fast paced, high-stress and demanding environment
PHYSICAL DEMANDS
  • Sitting for extended periods of time, using telephone, typing and/or operating a computer and/or mouse
  • Interactive verbal and listening skills for extended periods of time
 

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