Customer Relations Representative II

Company Description

At Raising Cane’s Chicken Fingers® we serve only the best tasting and most craveable chicken finger meals. It’s our ONE LOVE®. Our Crew make it happen, our Culture makes it unique and the Community makes it all worthwhile.   

Every talented Crewmember in our Restaurant Support Office (RSO) is important to our success and a value to our rapidly growing Company. We all work with a sense of purpose and focus on our chicken finger meals, Customers, Crew, Communities and Company Culture. We are constantly striving to Raise The Bar. The future for Raising Cane’s is growth focused and we’re on the path to being one of the top 10 restaurant companies in the United States.    

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.

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