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Fan Relations Specialist- Hybrid

International Dairy Queen, Inc.

Fan Relations Specialist- Hybrid

Bloomington, MN
Full Time
Paid
  • Responsibilities

    Job Description

    We have an Exciting Opportunity for a Fan Relations Specialist- located at our Corporate Headquarters in Bloomington, MN. 

    The Fan Relations Specialist is responsible for effective resolution of customer inquiries, comments and complaints received by phone, via e-mail or in writing. Assist the Manager and Senior Fan Relations Manager to maintain and refine the Fan Relations program and procedures to ensure prompt, effective handling of external Fan complaints and inquiries for International Dairy Queen, Inc_._

    This is a hybrid position, requiring one day, every week or two minimum in office.

    PRINCIPLE ACCOUNTABILITIES:

    RESPONDING TO/MANAGING CUSTOMER CONTACTS:

    • Participates in weekend rotation. One weekend every three weeks.
    • Responds accurately, promptly, and within 24-business hours to all internal customer contacts, including those from team members, corporate staff, independent franchise operators and territory operators. 
    • Ensures that customers are responded to within 72-business hours at minimum and assists with driving toward the departmental goal of 24-business hours.
    • Effectively communicates with consumers by phone, letter and e-mail with accurate, prompt and effective replies to customer letters, e-mail, and phone calls.
    • Processes contacts according to plan set by fan relations team, assisting and supporting other members of the team with processing as appropriate.
    • Responds to and resolves all contacts for assigned regions, supporting and assisting other members of the Fan Relations team as appropriate.
    • Provides support to and coaching to business consultants regarding Fan Relations communications.
    • Makes decisions on appropriate reimbursement, documents and monitors gift certificate and gift card use and distribution (within empowered amount), on a case-by-case basis.
    • Assists with social media processing and alerts and responses as needed during shift and on weekends.

    ADDITIONAL RESPONSIBILITIES:

    • Processes incoming OneTrust privacy contacts; reporting any anomalies.
    • Assists with ordering of Gift Cards and reporting as directed.
    • Assists Fan Relations Manager with collecting, tabulating and assembling monthly reports as directed.
    • Screens Fan contacts for potential product defects and reports production related problems to the product quality team.
    • Screens Fan contacts for potential fraudulent complaints, work with Fan Relations Manager on tracking, documenting and processing fraudulent complaints.
    • Assists in execution of special projects such as toll-free number promotions, Web feedback, and other projects as assigned.
    • Assists with response paragraphs/letters and updates Knowledge Base as needed.
  • Qualifications

    Qualifications

    EDUCATION AND QUALIFICATIONS:

    • High School Diploma or GED equivalent required.
    • B.A. or B.S. Degree in Business, Communications, Customer Service or related field preferred.
    • Minimum of two years experience in a customer service related position; call center or Quick Service (QSR) industry preferred.
    • Experience working in any capacity in the Quick Service Restaurant industry, a plus.
    • Excellent written and verbal communication skills required, including presentational skills.
    • Able to exercise tact, patience and professionalism at all times in responding to consumers, regardless of issue or consumer's demeanor. 
    • Interpersonal skills to interact, influence and persuade required.  
    • Intermediate computer skills (Microsoft Word and Excel)
    • Intermediate social media skills (blogs, Facebook, Twitter, etc.)
    • Strong ability to multi-task and prioritize multiple projects and requests simultaneously.
    • Well organized with a high attention to detail and accuracy.
    • Strong analytical skills.
    • Excellent data entry skills.
    • Ability to work quickly in a fast-paced environment with frequent interruptions.
    • Ability to collaborate in a team environment.
    • Ability to coordinate with other departments Operations, Brand Marketing, Legal to complete projects on time.
    • Basic accounting/math skills required.

    Additional Information

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

    BENEFITS

    Benefit package includes medical, dental and vision insurance coverage, employer paid basic life insurance, short and long-term disability, paid sick and vacation, 401(k) match, tuition reimbursement, wellness challenges and more!

    OUR COMMITMENT TO DIVERSITY, EQUITY AND INCLUSION

    We are committed to creating a culture of diversity, equity and inclusion for all who touch _DQ.  _We believe in and commit to fostering a community where employees bring their authentic selves to work; where we recruit, engage and retain employees, franchise owners and suppliers with diverse background and identities; and where everyone feels welcome engaging with our DQ brand.

     

    IDQ is an Equal Opportunity Employer that values the strength diversity brings to the workplace. IDQ participates in the US E-Verify program.  You must be work authorized in the United States without the need for employer sponsorship.