Call Center-Guest Recovery Representative

POSITION SUMMARY AND MISSION:

This position contributes to City Barbeque success by serving our joints and guests by helping our guests find the perfect meal for their occasion, answering general questions about our menu, handing 86 Requests, handling guest complaints over the phone, and email as well as providing second level support to our third-party order taking call center.

SUMMARY OF KEY RESPONSIBILITIES:
Responsibilities and essential job functions include but are not limited to the following:

• Speak clearly and listen attentively to guests and other employees while maintaining a cheerful and helpful attitude
• Have a complete understanding of the menu and services that City BBQ Provides so that you may handle all guest questions
• Act as a second level support for forwarded calls from our third party call center
• Resolve all guest concerns with first call resolution.
• Maintain a professional appearance at all times and display a positive and enthusiastic approach to all assignments
• Have the ability to adapt to changing guest volume levels with a sense of urgency
• Use of proper phone etiquette and phone procedures.
• Proficient in word processing, and spreadsheet software
• Able to take own initiative to communicate appropriately in written and verbal form.
• Reports directly to the Guest Recovery Supervisor and indirectly to the Guest Recovery Manager

JOB DUTIES:

Job Duties include but are not limited to the following:

• Take incoming phone calls from guests calling our joints
• Provide first call resolution for all guest concern calls
• Serve as tier 2 order support for our third-party call center
• Process 86 requests when assigned
• Review and respond to all guest emails with same day turn around to the following email inboxes: CBBQ Rewards, CBBQ Info, City BBQ Guest Recovery
• All other duties as assigned

PHYSICAL JOB REQUIREMENTS:

Work is performed in an office environment and requires the ability to operate standard office equipment, computers, and keyboards. Sedentary work.

*this is not a remote position


Call Center Hours are from: 10AM - 9:30PM

Hours Vary