Call Center-Guest Recovery Representative

Job Description

Job Description

Guest Recovery Representative (Full-Time & Part-Time) - $16.25-$17.00 per hour, based on experience, plus commission opportunities

Do you enjoy helping people, solving problems, and turning guest concerns into positive experiences? City Barbeque is seeking energetic, empathetic, and service-focused Guest Recovery Representatives to join our team.

As a Guest Recovery Representative, you will serve as an advocate for our guests by responding to phone calls, emails, and online feedback, helping resolve concerns, and ensuring every guest has an exceptional City Barbeque experience. This role works closely with restaurant leadership and internal teams to investigate concerns, provide solutions, and strengthen guest loyalty.

Schedule Requirements

• PM (closing) shifts
• Start times of 2:00 PM or 4:00 PM
• Shift end time of 8:30 PM
• Full-Time and Part-Time opportunities available
• At least one weekend day of availability is required
• This is an in-office position and is not remote

What You'll Do

• Answer incoming phone calls from guests contacting our joints.
• Assist guests with placing orders over the phone.
• Provide first-contact resolution whenever possible.
• Review, investigate, and respond to guest feedback submitted through the Ovation platform.
• Respond to guest emails promptly and professionally.
• Research guest concerns by reviewing order details, receipts, transaction records, and available information.
• Partner with restaurant management teams to investigate and resolve guest issues.
• Issue appropriate guest recovery resolutions in accordance with company policies and guidelines.
• Follow up with guests to ensure concerns are fully resolved.
• Accurately document guest interactions, concerns, and resolutions in designated systems.
• Monitor and maintain response-time goals across phone, email, and online feedback channels.
• Escalate complex guest concerns to leadership when necessary.
• Identify recurring guest concerns and communicate trends to leadership.
• Assist guests with loyalty and rewards program questions.
• Maintain confidentiality of guest and company information.
• Perform other duties as assigned.

What We're Looking For

• Strong verbal and written communication skills.
• Exceptional customer service and interpersonal skills.
• Ability to remain calm, professional, and empathetic when handling difficult situations.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask and manage multiple communication channels simultaneously.
• Excellent attention to detail and organizational skills.
• Proficiency with email, word processing, spreadsheet software, and other business applications.
• Positive attitude with a sense of urgency and commitment to guest satisfaction.
• Ability to work independently while contributing to team goals.

Success in This Role

Successful Guest Recovery Representatives are passionate about hospitality, thrive in a fast-paced environment, and are committed to creating positive guest experiences. They are excellent listeners, effective communicators, and skilled at turning guest concerns into opportunities to build loyalty and trust.

Physical Requirements

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

THIS IS NOT A REMOTE POSITION.