Job DescriptionCompany Description

At Raising Cane’s Chicken Fingers® we serve only the best tasting and most craveable chicken finger meals. It’s our ONE LOVE®. Our Crew make it happen, our Culture makes it unique and the Community makes it all worthwhile. 

Every talented Crewmember in our Restaurant Support Office (RSO) is important to our success and a value to our rapidly growing Company. We all work with a sense of purpose and focus on our chicken finger meals, Customers, Crew, Communities and Company Culture. We are constantly striving to Raise The Bar. The future for Raising Cane’s is growth focused and we’re on the path to being one of the top 10 restaurant companies in the United States. 

Job Description

Your Role at Raising Cane’s:

The Customer Relations Lead is responsible for leading efforts serve customers beyond the restaurant by handling customer communications in a caring, genuine, and authentic way. This role is tasked with assisting with escalations, training, and recovery of Raising Cane’s customers.  

Your Impact and Responsibilities:

Acts as the liaison between the customer relations team, department leadership, and cross-functionally as neededManages customer contacts via web form, phone or email and meets company standards for all communications which include general inquiries, technical issues, and recovery situationsPerforms routine reviews for quality assurance including sample calls and holding tank/digital feedback processing to ensure quality and accuracyEnsures procedures are followed and updated as neededEnsures each contact is logged completely and accurately into the CRM system, routed to the appropriate channels, receives consistent follow-up, and are successfully resolvedMonitors and engages with customer communications via all social media channels and escalates when necessaryAssists preparing influential presentations regarding current and past customer contacts, resolution, performance, and key milestonesAssists with training new representatives in the departmentAssists with identifying improvement areas or additional training needsMaintains up to date on restaurant operations knowledge including company standards, policies, performance criteria and company programs used to manage, resolve, and report overall satisfaction in the restaurantsQualifications

Requirements for Success:

Experience in a high-volume customer service capacity (QSR/fast casual restaurant or retail preferred)Able to consistently engage with customers in a professional and empathetic manner and communicate calmly and confidently with customers and internal partners; Bilingual preferredAble to handle difficult situations and escalations and bring them to resolutionDetail-oriented, organized, and able to manage multiple priorities that may be constantly changingSelf-driven, flexible, and highly energetic with advanced skills in listening, written and verbal communicationAble to comprehend and record communication details completely and accuratelyAbility to work effectively and efficiently both independently and collaborativelyAble to work a full-time varied schedule, including days, nights and weekends at the Restaurant Support Office in Plano, TX2+ years of customer relations or contact center experience with proven success record, or 1+ years as an hourly restaurant manager at Raising Cane’sProficient in Microsoft Office Suite: Excel, PowerPoint, Outlook, and WordAdditional Information

All your information will be kept confidential according to EEO guidelines.

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