Customer Relations Representative II

Job PostingThe 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 brandSupport Level I Representatives on high volume overflow and escalationsCoordinate 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 tasksConduct routine quality assurance reviews to identify areas of opportunity for coaching or improving training and process documentationQualifications2+ years of experience in Customer relations, or 1+ years as a Raising Cane's customer-facing Zone Manager or Restaurant Manager, or equivalent professional experienceAvailability to work a full-time, varied schedule, including days, evenings, and weekendsMust be able to work on-site at the Restaurant Support Office in Plano, TX, and remotely from a professional, distraction-free home environment as scheduledAbility to professionally, empathetically, and confidently engage with Customers and internal partners to de-escalate and resolve difficult situationsDetail-oriented, organized, and flexible to support effective task managementExceptional auditory, written, and verbal communication and comprehension skillsAbility to work effectively and efficiently both independently and collaborativelyProficiency in Microsoft Office, including Excel, Outlook, PowerPoint, and WordPreferred Qualifications:Experience with social media and review aggregation software, case management systems, and call center phone systemsExperience in a QSR, fast-casual Restaurant, or retail environmentSome CollegeBilingual Raising Cane's