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Temporary - Guest Relations Representative

Company: Jack In the Box
Location: San Diego
Posted on: September 16, 2020

Job Description:

Jack in the Box Inc. is looking for an action-oriented temporary Guest Relations Representative with strong customer service skills! This role will be responsible for receiving and resolving complex/impactful calls from both Jack in the Box guests as well as responding to calls from restaurant personnel.Key Responsibilities: Receive and evaluate complex/impactful calls and web submissions pertaining to food-related injuries and illness.--Solicit and enter detailed information into computer database ensuring accuracy and completeness; obtain pertinent information such as symptoms, ingestion to onset times, illness duration, dietary history, etc. in order to clarify and resolve issue.Coordinate retrieval of foreign objects/products and determine whether object should be sent to Quality Assurance staff and/or supplier for analysis; identify potential cause of problem and determine best course of action; formulate process and resources required for investigation; and forward information and proposed next steps/resolution to appropriate departments/personnel. Immediately escalate serious/most impactful customer interactions to supervisor and/or forward information to appropriate departments for resolution.Provide key input in the development and execution of procedures for guest complaint handling and other Guest Relations processes, including consulting with team members on handling of guest issues; reviewing reports for accuracy; communicating high priority issues, following up, and keeping management apprised of status.Respond to complex/impactful guest calls regarding restaurant service issues (e.g., speed of service and quality of product) with composure and tact. Obtain pertinent information and determine best course of action for ensuring guest satisfaction, including timely response, cash repayment, coupons, letter of apology, etc. Respond to and fulfill guest requests for various informational materials.Investigate actual and/or potential credit card disputes and fraudulent charges. Coordinate with field management and Asset Protection in communicating and resolving sensitive issues.Respond to Jack Cash Inquiries, including but not limited to determining balances and handling Lost/Stolen Gift Card issues.Collaborate with Corporate Communications and field management to investigate and resolve issues which have potential media exposure. Respond to social media complaints via Facebook and Twitter as appropriate.Assist in reporting to understand key guest's opportunities, as well as data analysis around Guest Relations department responsibilities. Share observed guest feedback themes with management to improve guest retention and acquisition.Assist in resolving systemic issues to reduce guest issues.Perform other related duties, tasks and responsibilities as required, assigned and directed.Requirements:Requires a high school diploma, G.E.D. or equivalent; some advanced education in food safety helpful.--ServeSafe certification preferred.3+ years related experience, preferably in a fast-paced, customer service environment and preferably working in the restaurant, retail or hospitality industry.Excellent verbal and written English communication skills; bilingual (Spanish/English) helpful.Strong organizational, decision-making, customer service and telephone skills. Demonstrated ability to work under general to limited supervision. Demonstrates integrity and ethical behavior.Knowledge of personal computers and related software (Microsoft Office Suite).Able to work Monday - Friday from 7:30 am - 4:30 pm PT.

Keywords: Jack In the Box, San Diego , Temporary - Guest Relations Representative, Other , San Diego, California

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