PURPOSE OF THE POSITION
Delivers upon the Brand's We Make it Right service commitment for guest via social media.
Delivers upon the Brand's We Make It Right service commitment for guest via Marketforce.
Ensure guest requested refunds are executed within brand standards
Execute daily fulfillment
RESPONSIBILITIES
Lead all make it right efforts via social media platform (to include social media web comments, calls, and e-mails) to ensure Brand integrity in guest retention.
Actively engage with operation leadership teams to mitigate and bring awareness to all social media guest experiences.
Lead all guest follow up via the Marketforce system to ensure 100% guest satisfaction.
Execute refunds through payment portals or treasury check to ensure guest recovery and satisfaction goals are met.
Second point of contact for taking guest calls received at the support center.
Ordering all supplies required for fulfillment (letterheads, envelopes, gift cards, make it right cards, etc.)
Supports all ARG and franchised restaurants as being an expert in all things guest experience.
Provides insight on methods to make it right and guest recover by utilizing ARG's guest recovery protocol.
Conduct meetings with the social media team to enhance social media guest recovery effort
Oversee Daily fulfillment of guest recovery letters
Education Requirements
Minimum Required - High School Diploma
Preferred - Bachelor's Degree or equivalent work experience
Years Of Experience
Minimum Years of Experience - 3 years
Maximum Years of Experience - 5 years
Comments - Guest Service and management experience in the food service industry
REQUIRED KNOWLEDGE, SKILLS or ABILITIES
Ability to coach and develop a team
Strong organizational, communication, training and analytical skills
Skilled in conflict resolution
Excellent interpersonal, oral and writing skills
Ability to multi-task with a strong positive work ethic
Establishes and maintains professional working relationships with clients, vendors, and internal departments
Ability to work independently and as a team
Food service industry knowledge and experience with a focus on QSR is essential
Strong communication and analysis skills required
Requires use of PC equipment, Windows XP, Microsoft Office (all applications), Adobe Creative Suite, Prezi, InDesign, and Tableau
DECISION-MAKING AUTHORITY
This position has no hiring authority, but makes disciplinary recommendations regarding direct reports
