Sonnys Franchise Company
  • 20-Jul-2021 to 18-Sep-2021 (MST)
  • Operations
  • Maitland, FL, USA
  • Salary
  • Full Time

General Purpose

The Customer Resolution Specialist is responsible for managing customer feedback from start to finish including detailed communication with customers. This position will also be required to track, manage, and provide detailed reporting around customer feedback including, but not limited to, highlighting trends and for management and executive teams. This position will also be responsible for working with both operations and brand/marketing leadership to develop and implement processes and best practices to help improve overall customer experience.

Essential Duties

This position will coordinate, triage, research, and make recommendations/decisions on resolutions to formal complaints received from various sources (emails, calls, social media, etc.) through the following essential duties:

Experience/Resolution/ Improvement (40%)

  • Assess, document, track, and report resolution of experience gaps across touch points.
  • Serve as the escalation point person for guest issues.
  • Manage customer feedback process; Interact with customers across all touchpoints including phone, email, social media, review platforms; Create and communicate specific responses regarding any decisions tied to customer feedback.
  • Return messages and missed calls for customer complaint, Escalate customer issues/complaints to appropriate company representative, franchisee, etc. monitor issues/complaints to their conclusion ensuring a positive customer experience.
  • Reply to customers on social media platforms (ie Facebook, Twitter, etc.), and ensuring follow up with customers until customer resolution is met.
  • Log customer complaints and feedback for reporting and data management purposes.

Customer Insight & Understanding (20%)

  • Work with Brand and Operations leadership to connect the dots with customer feedback trends.
  • Occasionally collect unsolicited experience feedback from customers and team members (by mining calls, web data, emails, etc.).
  • Manage meetings that bring together Operations and Brand leaders; distribute reports as needed.

Metric, Measurement & ROI (40%)

  • Prepare, analyze and interpret customer feedback results to identify trends as needed; deliver reports, trends, and insights to Sr. leaders.
  • Identify root causes, report results, insights, and recommended actions to improve.
  • Maintain guest relations database utilizing CRM and other platforms.
  • Performs other duties as assigned.

Required Knowledge, Skills, and Abilities

  • Knowledge of Sonny's Brand and the restaurant industry.
  • Knowledge of measurement and research methodologies.
  • Strong interpersonal and communication skills.
  • Must display critical and creative thinking skills; Strong problem-solving skills.
  • Possess strong phone etiquette and computer skills, including proficiency with Microsoft Office and CRM software.
  • Strong skill in reading, writing, math, analyzing, and interpreting general business documents.
  • Strong listening and reasoning skills.
  • Maintain a positive and professional attitude, with a relentless customer focus at all times.
  • High level of attention to detail and highly conceptual.
  • Must display integrity and empathy.
  • Must be dependable and reliable.
  • Must be able to adapt with change and pivot quickly.
  • Ability to find gaps in processes and recommend improvements.
  • Ability to diffuse upset customers.
  • Ability to work independently and collaboratively with other departments.
  • Ability to prioritize, organize and manage multiple projects with sensitive deadlines.
  • Ability to meet the needs of guests and anticipate the needs of others.
  • Ability to comply with federal, state, and local regulations, and company safety policies.

Required Education and Experience

  • Bachelor's degree in Marketing, Business Management, or equivalent related work experience.
  • Previous experience performing tasks found in the Essential Duties above.

Physical Demands and Working Environment

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job in the office, the Customer Resolution Specialist is frequently required to stand, walk, and sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop or kneel; and talk or hear. The team member will work in a well-lit, open environment. The work may involve some bending, standing or walking. Job duties are not hazardous or physically strenuous. However, the work sometimes is performed under pressure when the stress of deadlines occurs. The noise level in the work environment is usually moderate. Vision abilities required by this job include close vision and the ability to adjust focus. The Customer Resolution Specialist may frequently lift and/or move up to 20 pounds.

While performing the duties of this job in the stores, the Customer Resolution Specialist may work near moving mechanical parts, may be exposed to wet and/or humid condition. He/she may be exposed to smoke and temperatures between 0 and 100.

Occasional travel in a car may be needed in this position. This role is performed both remotely and in the office in Maitland, FL.

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

EOE

Sonnys Franchise Company
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