Customer Service/Guest Experience Associate

Job Description

Job Description

Minneapolis, MN-hybrid

Taco John's International is looking for a full-time Guest Experience Associate, responsible for managing front-line communications and customer service, contributing to the overall efficiency of business operations. The Associate plays a proactive role in identifying service trends, recommending process improvements, and supporting cross-functional initiatives that enhance the customer experience. This position involves exercising independent judgment in managing inquiries, coordinating with internal departments, and resolving guest-related issues in alignment with company standards. Success in this role requires strong communication skills, discretion, and the ability to make informed decisions that support organizational goals. 

ABOUT TACO JOHN'S INTERNATIONAL

Starting as a small taco stand in Cheyenne, WY back in 1968, our one-of-a-kind tacos and other bold flavors were an instant hit in the community. Ever since that first taco stand, we have been all about bringing the flavor, from handmade salsa to our classic Crispy Tacos! Today, we operate and franchise over 300 restaurants in 22 states – making it one of the largest Mexican quick-service restaurant brands in America. Ever heard of the iconic Taco Tuesday? We started it!

We continue to grow across the country – but some things never change. Like our uncompromising standards of food quality and customer service. That commitment starts with our team. Our team is the heart of our success—preparing delicious meals and creating positive experiences for every guest. We believe in fostering a supportive, upbeat work environment where team members feel valued and empowered. With us, you will find real opportunities for growth and advancement, while making a difference every day.

A DAY IN THE LIFE OF THE GUEST EXPERIENCE ASSOCIATE

The Guest Experience Associate serves as the primary point of contact for incoming guest inquiries, using discretion and judgement to assess needs and direct communications to the appropriate internal teams. In this role, you will respond to general information requests and provide accurate brand-aligned guidance to callers and guests. You will manage and resolve customer complaints for assigned franchise and company-owned restaurants, ensuring timely documentation, escalation, and follow-through in alignment with company standards. You will oversee the assignment and tracking of guest feedback, ensuring accurate routing to appropriate personnel and monitoring resolution progress. The Guest Experience Associate will administer the system-wide Guest Feedback Program, including restaurant enrollment, login credential management, survey updates and resolution of program related inquiries. You will collaborate with internal teams to address BOH system tickets and ensure operational continuity. You will provide support to the Operations Services Team contributing to cross-functional initiatives and special projects as needed. Additionally, you will analyze guest feedback trends and identify opportunities for service improvement, sharing insights with relevant stakeholders to inform operational decisions.

Taco John’s is a fast-paced organization where flexibility and teamwork are essential. You will be expected to demonstrate adaptability in a dynamic environment by stepping in where needed, even outside of core responsibilities, to ensure overall success. You will actively contribute to a culture of inclusion by valuing diverse perspectives, promoting equity, and creating an environment where all individuals feel respected, supported, and empowered to thrive. 

QUALIFICATIONS FOR THE GUEST EXPERIENCE ASSOCIATE

• 3+ years of professional experience in customer service, guest relations, or administrative support, preferably within a multi-unit or franchise environment. 
• Demonstrated ability to manage guest feedback systems and platforms (e.g., Zendesk, SMG) and resolve inquiries with professionalism and discretion. 
• Strong verbal and written communication skills, with the ability to interact effectively across all levels of the organization. 
• Proven organizational and time management skills, with the ability to handle multiple priorities and meet deadlines. 
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word) and customer service platforms. 
• Ability to exercise independent judgment in resolving guest issues and making decisions that support operational goals. 
• High level of discretion and professionalism in handling sensitive guest information. 
• Ability to work both independently and collaboratively in a fast-paced, service-oriented environment. 

  PREFERRED QUALIFICATIONS

• Bachelor’s degree in business administration, Communications, Hospitality Management, or a related field. 
• Leadership experience in restaurant operations/restaurant management a plus.
• Experience working in a multi-unit or franchise restaurant environment, with exposure to guest relations and operational support. 
• Familiarity with guest feedback platforms such as SMG, Zendesk, or similar systems. 
• Certification in customer service, hospitality management, or administrative support (e.g., Certified Guest Service Professional). 
• Experience supporting or coordinating cross-functional projects involving operations, IT, or franchise support. 
• Demonstrated ability to analyze guest feedback data and contribute to service improvement initiatives. 
• Experience managing or supporting technology rollouts or system upgrades related to guest service platforms. 
• Working knowledge of compliance and brand standards in a hospitality or food service setting. 
• Bilingual or multilingual communication skills are a plus. 

Do you have a solid understanding of customer service principles and guest experience best practices? Are you familiar with restaurant operations and franchise support models? Do you have a basic understanding of operational workflows and issue resolution processes? Do you have strong problem-solving skills with sound judgement and the ability to escalate issues appropriately? Do you have strong analytical skills? Are you proficient with Microsoft Office Suite? If yes, you might just be perfect for this position!

BENEFITS

We provide competitive pay and fantastic benefits, including flexible work schedules, a 401(k) with match, medical, dental, vision, short-and long-term disability, free/discounted food, tuition reimbursement, parental leave, paid time off (PTO), and life insurance. The pay range for this position is between $58,700-$70,000/year. If this sounds like the right opportunity for you, apply today!

ARE YOU READY TO JOIN OUR TEAM?

If you feel that you would be right for this position, please fill out our initial 3-minute, mobile-friendly application. We look forward to meeting you!

Location: 55416