Restaurant Safety Phone Support

Impact Staffing International (ISI) is seeking a Restaurant Safety Phone Support to join our client supporting their Safety, Security & Risk (SSR) Hotline team. This long-term contract opportunity is based onsite in Columbus, OH and plays a critical role in supporting nearly 4,000 restaurant locations across the U.S. and internationally.

The SSR team serves as the central point of contact for restaurant managers needing assistance with food safety concerns, employee illness reporting, security incidents, facilities emergencies, maintenance escalations, restaurant closures, and other operational risks. This is a fast-paced, high-volume environment where team members work collaboratively to resolve urgent issues and support restaurant operations.

Key Responsibilities

• Serve as a primary point of contact for restaurant managers seeking guidance on safety, security, operational, and risk-related matters.
• Handle high-volume inbound and outbound calls, emails, and case management activities related to restaurant operations.
• Support employee illness reporting and return-to-work processes while ensuring compliance with food safety and health guidelines.
• Respond to restaurant emergencies, including facility failures, equipment outages, severe weather events, and store closures.
• Coordinate with internal teams and external partners to resolve maintenance and operational issues impacting restaurant performance.
• Document, track, and manage cases through ServiceNow and other internal systems.
• Monitor shared inboxes and work queues to ensure timely resolution of escalated issues.
• Assist with restaurant opening and closing activities, digital ordering updates, and operational adjustments as needed.
• Partner with security teams on crisis management situations and restaurant incidents.
• Support international restaurant operations, including locations in Canada, Germany, and France.
• Maintain accurate records and provide clear communication to restaurant leadership throughout the resolution process.

Required Skills & Background

• Bilingual Spanish/English required.
• Previous experience in customer service, operations support, restaurant management, hospitality, food service, call center, or related environments.
• Strong communication skills with the ability to handle sensitive and time-sensitive situations professionally.
• Comfortable working in a high-volume, escalation-based support environment.
• Excellent organizational skills and attention to detail.
• Ability to multitask across calls, emails, case management systems, and operational platforms.
• Strong problem-solving skills and willingness to take initiative.
• Eagerness to learn new systems, processes, and operational procedures.
• Ability to work effectively both independently and as part of a collaborative team.

Preferred Qualifications

• Restaurant leadership experience (General Manager, Assistant Manager, Shift Leader, etc.).
• Food service, food safety, or hospitality industry experience.

Schedule & Location

• Location: Columbus, OH (Onsite)
• Schedule: Sunday–Thursday, 8:00 AM – 4:00 PM (subject to change based on business needs)

Contract Details

• Long-term contract opportunity
• 40 hours per week
• Overtime eligible
• Potential for long-term growth and future opportunities within the organization

Benefits

• Health, dental, and vision insurance
• Weekly pay
• 401(k) options
• Opportunity to join a highly tenured and collaborative team environment