Kahala Brands, a globally recognized leader in quick-service restaurant franchising located in beautiful Scottsdale Arizona, currently has an opportunity for a Customer Service Representative to join the headquarters team. Kahala franchisees and partners operate a portfolio of over 28 quick-service restaurant brands including Cold Stone Creamery, Blimpie, TacoTime and Baja Fresh, among others, in over 20 countries around the world.

YOU SHOULD WORK FOR KAHALA!

POSITION SUMMARY

Manage the daily and on-going activity tied to customer feedback for the Cold Stone Creamery loyalty program.

KEY DUTIES/RESPONSIBILITIES:

• Manage (via phone and email) all customer feedback for the My Cold Stone Club Rewards loyalty program; troubleshoot customer-facing aspects of the program; update database; add points/Rewards; trigger coupons; address customer questions/issues, as necessary
• Maintain regular tracking and reporting of customer feedback activity (and trends, as they relate to the My Cold Stone Club Rewards) to provide insights that shape decisions made by Cold Stone Creamery Marketing
• Maintain brand expertise to support the customer-facing side of brand programs, including gift cards and all related troubleshooting
• Assist in the daily management of Kahala customer feedback channel activity, ensuring customer feedback is addressed, and/or reaches the appropriate party, as needed
• Serve as backup for other Customer Service Team responsibilities
• Work across Kahala teams, as needed, to carry out miscellaneous projects (e.g., meetings, events, ad hoc initiatives) that support company objectives

REQUIRED QUALIFICATIONS/SKILLS:

• Bachelor’s degree or related experience
• Motivated, dependable, flexible, process-minded, detail-oriented, and hospitality-minded team player
• Empathetic and resourceful problem-solver with reasoning skills to investigate and resolve customer issues
• Strong writing skills with knowledge of basic grammar
• Strong communication skills that support the ability to work well with a wide range of people
• Strong time management and organization skills to prioritize and sequence actions/decisions to move multiple tasks toward successful execution and within a determined timeframe
• Strong Microsoft Office skills

PREFERRED QUALIFICATIONS/SKILLS:

• Full service, QSR restaurant or retail experience

PHYSICAL AND MENTAL REQUIREMENTS:

• Ability to be at a desk and maintain extended focus, discipline, and healthy mindset while managing (via phone and computer-based tools and processes) a changing volume and tone of customer feedback

Job Type: Full-time

Pay: $38,000.00 - $44,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work

Application Question(s):

• What are your salary requirements for this role?
• How did you hear about u? If you were referred by an employee, please list their name here.

Ability to Relocate:

• Scottsdale, AZ 85258: Relocate before starting work (Required)

Work Location: Hybrid remote in Scottsdale, AZ 85258