Customer Relations Representative II

Company Description

At Raising Cane’s Chicken Fingers®, we serve only the most craveable chicken finger meals – it’s our One Love! Known for our great Crew and cool Culture, we follow a work hard, have fun philosophy. Raising Cane’s is the fastest-growing chicken concept around and is on track to be a Top 10 Restaurant Brand in the United States. Each Crewmember is important to our rapid growth and enduring success. Now is your chance to join the Team and Raise The Bar!

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:

• Support Level I Representatives during high volume and escalated customer calls and cases
• Utilize scraping and aggregating software to review, code, and respond to social media and online reviews to recover customers and protect the brand
• Conduct routine quality assurance reviews to identify areas of opportunity for coaching or improving training and process documentation
• Collaborate with various teams to perform higher level tasks, including processing refunds, corresponding with leadership on escalations, and other role-specific tasks

Qualifications

• 2+ years’ experience in customer relations role or as a Raising Cane’s customer-facing Zone or Restaurant Manager
• Availability to work full-time varied schedule, including days, evenings, and weekends
• Ability to professionally engage with customers and corporate partners
• Ability to de-escalate situations and bring resolution
• Detail-oriented, organized, and flexible for effective task management
• Exceptional comprehension, auditory, written and verbal communication skills
• Proficiency in Microsoft Office: Excel, PowerPoint, Word, and Outlook

Preferred Qualifications

• Experience with social media and reviews aggregation software, case management systems, and call center phone system functionality
• Experience in a QSR, fast casual restaurant, or retail company
• Some College
• Bilingual

Additional Information

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

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