Customer Experience Associate

Job Description

REQUIREMENTS

• Bilingual in Spanish and English
• Education: High School Diploma or equivalent experience
• 3+ years in customer service, social media support, or community management. Bonus if have experience in Sprinklr.
• Strong written and verbal communication skills with the ability to represent a brand voice across platforms
• Empathy, patience, and the ability to handle stressful situations calmly
• Positive attitude, willingness to learn and ability to work independently and as part of a team
• Technical skills and experience using CRM tools and social media listening platforms
• Strong problem solving skills and demonstrated ability to manage escalation and prioritize high-impact issues in a fast-paced environment
• Knowledge of digital apps and delivery platforms

RESPONSIBILITIES

• Resolve incoming customer contacts across channels (email, social media, etc.) related to product, service, digital/mobile app, restaurant experience, and general brand sentiment. Manage high-priority case queues, including escalations from our third-party partners, delivery providers, senior leadership, DRSC and field-based employees, and business partners.
• Escalate complex or location-specific issues to the appropriate restaurant operators and/or internal stakeholders.
• Document case details, solutions provided, and customer communications with accuracy and clarity.
• Act as the brand voice across public and private social media interactions, adhering to brand voice and communication guidelines.
• Monitor social media channels for potential brand risk and escalate potential brand-damaging content or situations to internal leadership.
• Conduct investigative social media reviews to identify root cause of issues, including identification of customer/restaurant/employee/post origin, and tracking sentiment.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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