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Reference Number: PR 0003529

Customer Care Advocate

1 Dave Thomas Blvd.
DUBLIN, OH 43017

What you'll do

Overview

As a Customer Care Advocate, you will represent the Wendy's brand by providing an exceptional experience by Delighting Every Customer. You will communicate through a variety of channels (phone, email, text, chat) and provide support to our customers. Candidates must possess strong verbal and written communication skills, be sociable and capable of providing professional and clear answers to customers' concerns and inquiries. Must exhibit professionalism, composure, and discretion when expediting or resolving all customer related issues. 

The Wendy's Customer Care Center is located at Wendy's Company Headquarters in Dublin, Ohio and operates 7 days a week from 8 AM to Midnight. The Candidate must be available to work at least two closing shifts (until midnight) and one weekend shift. Competitive wages and benefits available for qualified full-time candidates.

Specific Responsibilities Include:

  • Effectively documents product or service problems in a timely manner by clarifying the customer's complaint; determining the cause of the problem; selecting and executing the best solution to resolve the problems which includes engaging the company or franchise operator.
  • Properly address customer issues using the CRM tool with an Omnichannel approach.
  • Efficiently process customer data that is utilized to support field teams for both company and franchise operations.
  • Maintain / Exceed established metrics and service level goals set forth in the SalesForce knowledgebase.
  • Maintain a working knowledge of all Wendy's operations, products, promotions, and services offered to our customers. 

This position will be based at The Wendy's Company headquarters in Dublin, a suburb of Columbus, OH. Wendy’s is the world's second largest quick-service hamburger company and was built on the premise, "Quality is our Recipe®," which remains the guidepost of the Wendy's system. Today, Wendy's and its franchisees employ hundreds of thousands of people across more than 6,700 restaurants worldwide with a vision of becoming the world's most thriving and beloved restaurant brand.

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What we expect from you

Education/Experience:

  • Associate's Degree (and 1-2 years of Customer Service experience).
  • Customer Service focused with experience in monitoring customer service: problem solving & decision making, monitoring calls, providing feedback.
  • Exhibits well-developed verbal and written communication skills.
  • Maintain organizational skills, a general knowledge of Microsoft Office computer programs and demonstrate proficient skill at multi-tasking.
  • Self-motivated, as well as possess the ability to work in a team environment .
Wendy's is an equal employment opportunity employer who may provide reasonable accommodation to enable individuals with disabilities to perform the essential functions of the job.

Please note that the Wendy's Company does not accept unsolicited résumé’s from recruiters or employment agencies.  In the absence of a signed Master Service Agreement, and specific approval to submit résumé’s to an approved requisition, the Wendy's company will not consider or approve payment regarding recruiter fees or referral compensations.

Wendy's is an equal employment opportunity employer who may provide reasonable accommodation to enable individuals with disabilities to perform the essential functions of the job.

About this location

1 Dave Thomas Blvd.
DUBLIN, OH 43017

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