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
• 2+ years of experience in Customer relations, or 1+ years 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
• Must be able to work on-site at the Restaurant Support Office in Plano, TX, and remotely from a professional, distraction-free home environment as scheduled
• Ability to professionally, empathetically, and confidently engage with Customers and internal partners to de-escalate and resolve difficult situations
• Detail-oriented, organized, and flexible to support effective task management
• Exceptional auditory, written, and verbal communication and comprehension skills
• Ability to work effectively and efficiently both independently and collaboratively
• Proficiency in Microsoft Office, including Excel, Outlook, PowerPoint, and Word
Preferred Qualifications:
• Experience with social media and review aggregation software, case management systems, and call center phone systems
• Experience in a QSR, fast-casual Restaurant, or retail environment
• Some College
• Bilingual
All your information will be kept confidential according to EEO guidelines.
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