Customer Experience Associate - Social Media

Why Wendy's


When our square shaped burgers made their first sizzle on the scene more than 50 years ago, people knew our approach wasn't like any other. Same goes for the way we support our employees. Our culture of openness, flexibility, and inclusiveness allows everybody to flourish in their own way. If you're looking for a career where you can be part of the action as we continue to grow our iconic brand - We got you!


We are looking for a Bilingual Spanish & English Customer Experience Associate. This role serves as a critical initial connection point between our brand and our existing and potential customers. The Bilingual Customer Experience Associate's primary responsibility is to document and address customer inquiries and concerns, resolve complaints and ensure overall customer satisfaction. This role requires high emotional intelligence, brand advocacy, sound judgement, and real-time responsiveness across a variety of communication platforms, including social media and traditional Customer Care channels. Additionally, they may be involved in upselling or cross-selling products, providing technical support, and escalating concerns and complex issues.

Responsibilities

• Resolve incoming customer contacts across channels (email, social media, etc.) related to product, service, digital/mobile app, restaurant experience, and general brand sentiment. Manage high-priority case queues, including escalations from our third-party partners, delivery providers, senior leadership, DRSC and field-based employees, and business partners.
• Escalate complex or location-specific issues to the appropriate restaurant operators and/or internal stakeholders.
• Document case details, solutions provided, and customer communications with accuracy and clarity.
• Act as the brand voice across public and private social media interactions, adhering to brand voice and communication guidelines.
• Monitor social media channels for potential brand risk and escalate potential brand-damaging content or situations to internal leadership.
• Conduct investigative social media reviews to identify root cause of issues, including identification of customer/restaurant/employee/post origin, and tracking sentiment.

Education: High School Diploma/GED

Travel: 5%

Pay Range: $20.00 - $30.00 Hr.

What we expect from you

• Bilingual in Spanish and English
• Education: High School Diploma or equivalent experience
• 3+ years in customer service, social media support, or community management. Bonus if have experience in Sprinklr.
• Strong written and verbal communication skills with the ability to represent a brand voice across platforms
• Empathy, patience, and the ability to handle stressful situations calmly
• Positive attitude, willingness to learn and ability to work independently and as part of a team
• Technical skills and experience using CRM tools and social media listening platforms
• Strong problem solving skills and demonstrated ability to manage escalation and prioritize high-impact issues in a fast-paced environment
• Knowledge of digital apps and delivery platforms

Expected Work Location (Remote) : It is expected that you will primarily perform work remotely. You may be asked to travel, as needed, to the Wendy's Restaurant Support Center (RSC) (1 Dave Thomas Blvd, Dublin, OH 43017), or to other location(s) as designated by the Company. Changes to work location arrangements are subject to managerial approval and business needs. #LI-Remote


Wendy's was built on the premise, "Quality is our Recipe®," which remains the guidepost of the Wendy's system. Today, Wendy's and its franchisees employ hundreds of thousands of people across more than 7,000 restaurants worldwide with a vision of becoming the world's most thriving and beloved restaurant brand.


The base pay range for this position is listed below. The base pay actually offered will take into account internal equity and budget for the open position and also may vary depending on the candidate's job-related knowledge, skills, and experience, among other relevant factors. This range does not include an estimated value for any benefits, bonus, or other incentives that may be applicable based on position. The target annual bonus for this role is 7.5% of annualized base salary, based on actual company and personal performance.


Our square burgers make us different and so do our benefits! Our restaurant support roles are eligible for a wide array of benefits, including things such as parental leave, free EAP sessions, company 401k match and other great offerings. For more details about our benefits, including an overview of eligibility and terms for certain benefits, please visit our benefits website, .


NOTE: Wendy's benefits, bonus, and other incentives are governed by the applicable legal plans and policies and, where appropriate, may be subject to Board approval an individual award agreement terms. Those documents supersede all other information regarding Wendy's benefits, bonus, and other incentives. Wendy's retains the right to amend or terminate its plans and policies at its sole discretion, in accordance with applicable plans, policies and laws.


Wendy's is an equal employment opportunity employer who may provide reasonable accommodation to enable individuals with disabilities to perform the essential functions of the job.