Guest Relations Coordinator - Jimmy John's

Fields customer feedback by webform, live chat, social media, phone, and correspondence from customers. Enters and maintains database records of customer profiles and prepares and maintains status reports. Creates a better experience for customers to regain trust and build company sales. Acts as liaison for customers with store franchisees and franchisee crew members. Maintains knowledge of company products and customer service processes.
RESPONSIBILITIES

• Answer Jimmy John's customer concerns, questions, praises, and resolves issues that may have a technical aspect to it. Primary channels are webform and telephone
• Improve customer satisfaction by actively listening, acknowledging, and accurately categorizing customer contact reasons/experiences and responding accordingly
• Ability to multitask using multiple databases to accurately research and respond to inquiries
• Provide accurate responses by actively participating in department communication, maintaining awareness of existing products as well as new products and promotional initiatives
• Ability to quickly recognize escalating trends and problem-solve potential root causes
• Work with cross-functional teams including but not limited to Marketing, Supply Chain, Quality Assurance, Food Safety, Gift Card, and shared services
• Additional projects and duties as assigned

EDUCATION AND EXPERIENCE QUALIFICATIONS

• High School Diploma required
• 4-year degree preferred

REQUIRED KNOWLEDGE, SKILLS, or ABILITIES

• Strong oral and written communication skills
• Ability to work in a fast-paced environment
• Advanced working knowledge of MS Office Tools
• Demonstrate the ability to troubleshoot and problem-solve
• Ability to listen, talk, and type simultaneously while putting yourself in the customer's shoes to evaluate and make their experience better

Calling all Rockstars. At Jimmy John's, we make kick a$$ sandwiches and we make 'em freaky fast. If you're a go-getter, a hustler, or an ordinary person who does extraordinary things, working at Jimmy John's will be your jam. Sound like you? Yeah, we thought so. Answer the call, Rockstar.
Inspire Brands is a multi-brand restaurant company whose portfolio includes nearly 32,000 Arby's, Baskin-Robbins, Buffalo Wild Wings, Dunkin', Jimmy John's, and SONIC Drive-In restaurants worldwide.
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.