What are the responsibilities and job description for the Guest Services & Brand Reputation Specialist position at GOSH?
Overview
Position Overview:
Charleys is seeking a highly motivated and passionate Guest Services & Brand Reputation Specialist to join our Marketing team to help support our efforts in delivering an exceptional brand experience to our customers. You will be responsible for ensuring that all of our customers have a best-in-class, high-quality interaction when sharing their input and feedback across brand reputation websites and service-oriented channels. You will act as a subject matter expert who can both problem-solve and connect with customers on a human level. You play an important role in bringing the voice of Charleys to our customers and the voice of our customers to the broader Charleys team. This individual is empathetic, caring, and supportive. They understand the importance of their front-line work and its link to the growth and success of our brand. This position reports directly to the Manager, CRM & Loyalty.
Key Responsibilities:
· Provide exceptional customer service and go above and beyond in supporting our customers across a variety of needs.
· Handle customer inquiries, complaints, and requests in a professional and timely manner.
· Monitor Guest Services platforms, analyze customer feedback, and determine appropriate responses/actions.
· Resolve refund requests accurately and efficiently.
· Maintain customer records and update account information as needed.
· Run and monitor guest reports regularly, identifying trends, and customer pain points escalating larger issues as appropriate.
· Understand and accurately apply Brand Standards & Guidelines to all customer interactions and communications.
· Collaborate with Marketing team, cross-functional team members, and Strategic Partners to resolve complex customer issues.
· Follow company policies and procedures to ensure a high-level of customer satisfaction.
· Ability to work both independently and as part of a team.
· Other duties as assigned.
Qualifications:
- High school diploma or equivalent (college degree or some college preferred).
- Previous experience in a customer service role preferred.
- Strong communication skills, both verbal and written.
- Excellent intuition and problem-solving abilities.
- Ability to work well in a fast-paced environment both independently and as part of a group.
- Advanced experience working with a variety of tools including but not limited to: PUNCHH, SOCi, and Survey Monkey.
- Proficient in using computer systems and software applications including Microsoft Office (Excel, Word, PowerPoint).
- Eagerness to learn, grow, and develop professional skills.
- Ability to receive & implement direct, honest, and constructive feedback.
- Proactive, self-starting attitude; ability to identify problems and be driven to help find solutions.
- Creative, thinks outside-the-box and continually looks for ways to elevate ideas/output.
- Analytical, outcome and data driven (intentional and focused on activities that drive ROI).
- You set a high bar in everything you do – quality, creativity, execution, productivity (efficiency) and of course balance.
Come join the Marketing team at Charleys
and enjoy an exciting career with a rapidly growing fun global food chain!