Job details

Customer Relations Representative II

Company Description

At Raising Cane’s Chicken Fingers® we serve only the best tasting and most craveable chicken finger meals. It’s our ONE LOVE®. Our Crew make it happen, our Culture makes it unique and the Community makes it all worthwhile.  

Every talented Crewmember in our Restaurant Support Office (RSO) is important to our success and a value to our rapidly growing Company. We all work with a sense of purpose and focus on our chicken finger meals, Customers, Crew, Communities and Company Culture. We are constantly striving to Raise The Bar. The future for Raising Cane’s is growth focused and we’re on the path to being one of the top 10 restaurant companies in the United States.   

Job Description

Your Role at Raising Cane’s:

The Customer Relations Lead is responsible for leading efforts serve customers beyond the restaurant by handling customer communications in a caring, genuine, and authentic way. This role is tasked with assisting with escalations, training, and recovery of Raising Cane’s customers.

Your Impact and Responsibilities:

Acts as the liaison between the customer relations team, department leadership, and cross-functionally as needed
Manages customer contacts via web form, phone or email and meets company standards for all communications which include general inquiries, technical issues, and recovery situations
Performs routine reviews for quality assurance including sample calls and holding tank/digital feedback processing to ensure quality and accuracy
Ensures procedures are followed and updated as needed
Ensures each contact is logged completely and accurately into the CRM system, routed to the appropriate channels, receives consistent follow-up, and are successfully resolved
Monitors and engages with customer communications via all social media channels and escalates when necessary
Assists preparing influential presentations regarding current and past customer contacts, resolution, performance, and key milestones
Assists with training new representatives in the department
Assists with identifying improvement areas or additional training needs
Maintains up to date on restaurant operations knowledge including company standards, policies, performance criteria and company programs used to manage, resolve, and report overall satisfaction in the restaurants

Qualifications

Requirements for Success:

Experience in a high-volume customer service capacity (QSR/fast casual restaurant or retail preferred)
Able to consistently engage with customers in a professional and empathetic manner and communicate calmly and confidently with customers and internal partners; Bilingual preferred
Able to handle difficult situations and escalations and bring them to resolution
Detail-oriented, organized, and able to manage multiple priorities that may be constantly changing
Self-driven, flexible, and highly energetic with advanced skills in listening, written and verbal communication
Able to comprehend and record communication details completely and accurately
Ability to work effectively and efficiently both independently and collaboratively
Able to work a full-time varied schedule, including days, nights and weekends at the Restaurant Support Office in Plano, TX
2+ years of customer relations or contact center experience with proven success record, or 1+ years as an hourly restaurant manager at Raising Cane’s
Proficient in Microsoft Office Suite: Excel, PowerPoint, Outlook, and Word

Additional Information

All your information will be kept confidential according to EEO guidelines.

Candidate Privacy Notice

Raising Cane's Glassdoor Company Review

3.9

Raising Cane's DE&I Review

No rating

CEO of Raising Cane's

Todd Graves

Approve of CEO

Average salary estimate

$50000 / YEARLY (est.)

min

max

$40000K

$60000K

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What You Should Know About Customer Relations Representative II, Raising Cane's

At Raising Cane’s Chicken Fingers®, we're all about serving up the best chicken finger meals and creating memorable experiences. We're currently on the lookout for a Customer Relations Representative II to join our team in Plano, TX. In this vital role, you’ll be the voice of our customers, bridging the gap between our restaurant support office and our valued patrons. You’ll handle a variety of communications, whether it’s through web forms, phone calls, or emails, ensuring that every interaction is handled with care and professionalism. Your knack for problem-solving will shine as you assist with escalations and provide peace of mind to our customers. You’ll have the opportunity to review calls and customer feedback, ensuring that we maintain our high standards of quality in every communication. Furthermore, you'll be crucial in training new representatives, helping to nurture talent and improve our customer service practices. At Raising Cane’s, we believe in constant growth and raising the bar, and your role will directly contribute to our mission of being one of the top restaurant companies in the U.S. If you're detail-oriented, enjoy working in a fast-paced environment, and have a passion for customer service, then you’ll thrive in our culture where your contributions are valued, and your growth is encouraged.

Frequently Asked Questions (FAQs) for Customer Relations Representative II Role at Raising Cane's

What does a Customer Relations Representative II do at Raising Cane's?

A Customer Relations Representative II at Raising Cane's plays a crucial role in managing customer communications, including addressing general inquiries and technical issues. This position ensures that all interactions maintain the highest standards of quality and professionalism, directly impacting customer satisfaction.