Job Description
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.
Your Impact and Responsibilities:
• 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
Qualifications
• 2+ years’ experience in customer relations, 1+ 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
• Ability to professionally, empathetically, and confidently engage with customers and internal partners to de-escalate and resolve difficult situations
• Detail-oriented, organized, and flexible for effective task management
• Exceptional communication and comprehension skills, auditory, written and verbal • Ability to work effectively and efficiently both independently and collaboratively
• Proficiency in Microsoft Office: Excel, PowerPoint, Word, and Outlook
Additional Information
All your information will be kept confidential according to EEO guidelines.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.