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Reference Number: PR 0003837

Customer Care Advocate

1 Dave Thomas Blvd.
DUBLIN, OH 43017

What you'll do

Overview

Supports the day-to-day operations within the Customer Care Team located at the Dublin Restaurant Support Center. Will be the direct link between Wendy’s and our existing or potential customers.  Provides support for service or product concerns, solutions relevant to customer experience. Individuals must be sociable with a capability for providing professional and clear answers to customer's concerns and requests. Must exhibit professionalism, composure, and discretion when expediting or resolving all customer related concerns and issues.   

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. 

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.

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 .

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.

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About this location

1 Dave Thomas Blvd.
DUBLIN, OH 43017

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