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Job Details



Requisition Number 18-0149
Title Guest Relations Coordinator
City Minneapolis
State or Province MN
Country United States
Description

JOB

JOB PURPOSE:   Improve consumer retention and loyalty through a high level of consumer satisfaction in keeping with the integrity and image of Company. Responsible for appropriate handling of all consumer contacts via phone, mail and web.  Ensure timely resolution to guest comments acting as liaison between our Guests and restaurant managers/field leaders. Accurately record guest concerns, prepare and generate case response, and manager reporting.


CORE JOB FUNCTIONS/RESPONSIBILITIES:

  • Represents Buffalo Wild Wings in a positive, compassionate, caring manner to all Guests.
  • Responsible for ensuring that all comments are reviewed, processed, and resolved/closed within 48 hours of submission. Follows up with appropriate Field Leadership Team to ensure comments are resolved in a timely manner.
  • Maintains a high level of consumer relations professionalism.
  • Develops a strong understanding of Guest’s needs and takes appropriate action to exceed expectations using tact and good judgment.
  • Demonstrate comprehensive knowledge of our restaurants and food offerings.
  • Responds promptly, accurately and effectively to consumer contacts via 800 number, letters, emails and social media when applicable.
  • Meet and/or exceed response standards while maintaining a high level of consumer satisfaction.
  • Accurately record data from all forms of consumer contacts using available technology.
  • Generate reports as needed.
  • Assist in the development and maintenance of knowledge system.
  • Provides education and assistance to the restaurants and field leaders in regards to Guest issues and resolution.
  • Subject Matter Expert for all Guest Relations activity for Company and Franchise locations.
  • Reroutes and escalates Guest comments to appropriate restaurant/field leaders/department for resolution.
  • Support Operations bHUB Support (Service Now) tickets.
  • Will resolve some guest comments on their own, or will recommend potential resolutions or services to management by collecting Guest information and analyzing needs.
  • Takes initiative to continuously improve processes as it relates to guest comments.
  • Other duties as assigned.­­

    OTHER JOB FUNCTIONS/RESPONSIBILITIES:


    MAGNITUDE/SCOPE:

    Knowledge/Skills:

  • Knowledge and experience with data entry and MS Office
  • Exceptional customer relation skills
  • Ability to troubleshoot guest inquiries and appropriately handle conflict as needed
  • Clear written communication skills
  • Skill in time management and attention to detail
  • Strong organizational skills

    Freedom to Act: Ability to act independently and reach resolutions with minimal guidance while respecting boundaries (IE solving a guest complaint with a gift card on the corporate side. Deferring to franchisee if a franchise location.)

Interaction:

  • Interacts with multiple department heads at the Home Office in regards to department specific guest comments. Has direct communication with all Company and Franchise restaurants as it relates to guest comments, as well as our Field Leadership Teams.  Working weekends is required with this position to update and manage the guest comment system. 

    External Relationships:

  • Interacts daily with guests and manages all external phone calls that come in to the Home Office.

    EDUCATION/EXPERIENCE  

  • Education: AA degree; and 2+ years equivalent customer service experience.

    PHYSICAL DEMANDS:

    The physical demands for this position are sits, stands, bends, lifts, and moves intermittently during working hours. These physical requirements may be accomplished with or without reasonable accommodations.

Buffalo Wild Wings, Inc. is an equal opportunity employer. www.buffalowildwings.com Connect with us! Twitter Facebook

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