Guest Relations Support Specialist - Qdoba Restaurants

POSITION SUMMARY:

We are looking for a high performing individual to join our team! The Guest Relations Support Specialist is part of the Guest Relations team, reporting to the Guest Relations Supervisor. The Guest Relations Support Specialist will respond to customer contacts and inquiries, empathetically and promptly providing resolution to customer issues while upholding QDOBA brand standards. Schedule/availability: Monday-Friday OR Thursday-Monday

KEY DUTIES/RESPONSIBILITIES:

• Respond to customer feedback and inquiries that come through channels like customer calls, emails, online form submissions, and posts on social media and reviews sites.
• Follow established customer support workflow, incident routing and escalation processes including thorough documentation of incident routing and customer interactions.
• Maintain expected resolved metrics and meet guest’s expectations of great customer service.
• Proactively communicate ideas to improve processes to ensure performance standards are met and to increase team productivity.
• Share observed customer feedback themes with management to improve customer retention and acquisition.
• Provide clerical and administrative support such as receiving and sending mail to guests, activating and deactivating gift cards.
• Perform other related duties, tasks and responsibilities as required, assigned and directed.

QUALIFICATIONS:

Education: High school diploma or GED equivalent. Bachelor’s degree preferred.

Experience: 1+ years in customer support. Restaurant/foodservice, retail or hospitality industry experience not required, but preferred. Experience with customer support/help desk software preferred.

Skills/Knowledge/Abilities:

• Team player with positive attitude.
• Strong interpersonal skills; active listener, empathetic, and customer oriented
• Excellent English-language verbal and written communication skills
• Strong problem-solving skills
• Detail oriented
• Strong organizational skills
• Ability to independently juggle multiple tasks in parallel and work effectively in a fast-paced environment with changing priorities and a diverse team
• Proficiency with Microsoft Office software products (Word, Excel, and Powerpoint) and Microsoft Teams
• Ability to work well across all levels of the organization and deal constructively with conflict
• Demonstrates integrity and ethical behavior

Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Dealing with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.

Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Learning on the Fly - Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Listening - Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.

Empathy – Able to convey empathy and kindness to guests and help them understand that we acknowledge their issue and will help them resolve it.

Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

Interpersonal Savvy - Relates well to all kinds of people—up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

Time Management - Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.

Written Communications - Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.

REASONABLE ACCOMMODATION:

Qdoba and its affiliates will make reasonable accommodations to allow a qualified individual with a disability to enjoy equal employment opportunities and to perform the essential functions of the job. This position description should be applied accordingly.

Benefits:

• Medical, Dental, Vision, & 401k
• PTO (including vacation and sick)
• Tuition reimbursement

Pay Range: $17.10/HR - $23.10/HR

CA Notice of Collection:

https://www.qdoba.com/notice-of-collection-for-california-employees

Privacy Policy:

https://www.qdoba.com/privacy

QDOBA takes pride in carefully selecting talented people and mixing them together to discover amazing flavors. We value the diversity that all our employees bring to the table and the new flavors they bring to our team. Employment decisions and rewards recognize job accountabilities, business needs, and performance merit without regard to age, gender, race, religious affiliation, Veteran status, sex, gender identity, sexual orientation, disability, or any other protected classification recognized by applicable federal, state, or local law.

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