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Reference Number: PR 0003716

Sr Customer Care Advocate – Digital/Social Media

1 Dave Thomas Blvd.
DUBLIN, OH 43017

What you'll do

Overview

Supports the day-to-day operations of the Customer Care Social & Digital Team located at the Dublin Restaurant Support Center. Will be the direct link between Wendy’s and our existing or potential customers on social media and within the digital space. Provides support for service or product concerns, and solutions relevant to the customer’s experience. Individuals must demonstrate strong customer service skills with an understanding of the power and impact of social media communications as well as a history of exploring and applying social media functionality, and a capability for providing clear and professional written answers to customer's concerns and requests. Must exhibit professionalism, composure, and discretion when expediting or resolving all customer related concerns and issues. Must be available to work night and weekend shifts.

Specific Responsibilities Include

  • Role model exceptional customer service while leveraging the CRM tool to respond to customer concerns across active digital & social media channels. Recognize increased visibility and lasting impact of social/digital channel communication, exercising good judgment when responding to customer feedback. 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 problem with high quality, speed, empathy and accuracy while utilizing brand voice guidelines to ensure consistency across Customer Care & Marketing communications. Maintains/exceeds established metrics & goals.
  • Utilize social listening tools to analyze data trends and report out on product and promotional insights to cross-functional teams. Provide expertise on customer experience regarding key issues.
  • Analyze incoming issues to determine potential impact, and triage/escalate potentially brand-damaging complaints/issues. Demonstrate awareness of and responsiveness to high-profile issues in the social/digital space. Effectively communicate the issue to team leadership or directly to cross-functional partners internally and externally to ensure appropriate response to critical issues.
  • Maintain a working knowledge of all Wendy’s operations, products, promotions, and services offered to our customers.
  • Advise traditional customer care agents & leadership on key issues on social/digital channels that may impact traditional channels. Provide guidance on solutions for identified issues.

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

  • High School Diploma
  • 1+ years of Customer Service with a focus on problem solving, decision making, and providing feedback
  • Exhibits excellent verbal and written communication skills
  • Working knowledge of social media platforms (Facebook, Twitter, Reddit, Instagram)
  • Maintain organizational skills, a general knowledge of Microsoft Office computer programs and demonstrate proficient skill at multi-tasking
  • Self-motivated, with 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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