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The Customer Relations Coordinator will be responsible for handling mostly level 2 guest contacts in support of Arby’s. Primary channels include phone, web forms, and social media, where the coordinator delivers thoughtful, solutions-focused support that reflects the voice and values of Arby’s.
Success in this role means balancing efficiency and empathy – resolving concerns within established service level agreements (SLAs), maintaining accurate case documentation – while contributing to a positive, team-oriented culture. The ideal candidate thrives in a fast-paced environment and is energized by creating great guest experiences every day.
*This position is currently an 80% onsite role
RESPONSIBILITIES
- Answering customer concerns, questions, and resolving issues that may have technical aspect to it. Primary channels are phone calls, webform, and social.
- Improve customer satisfaction by actively listening, accurately categorizing customer contact reasons/experiences and respond accordingly.
- Provide accurate responses by actively participating in daily departmental communications, maintaining awareness of existing products as well as new products and promotional initiatives.
- Ability to multitask using multiple databases to accurately research and respond to inquiries.
- Ability to quickly recognize escalating trends and problem solve potential root causes.
- Ensure data/report integrity by continuously understanding use of tools and the business needs for information.
- Identify, communicate, and escalate in a timely manner contact trends to appropriate business units to ensure proactive response/resolution.
- Additional projects and duties as assigned.
EDUCATION QUALIFICATIONS
- Bachelor’s degree
EXPERIENCE QUALIFICATION
- Previous customer service experience
REQUIRED KNOWLEDGE, SKILLS or ABILITIES
- Superior communication (listening, verbal, & written).
- Ability to listen, talk, and type simultaneously.
- Demonstrate ability to troubleshoot and problem solve.
- Ability to work under pressure and maintain a positive attitude.
We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.
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