Pei Wei Guest Relations Lead Agent in Irving, Texas

Description

Come Join Our New Team!

Pei Wei is looking for a Lead Guest Relations Agent to play an instrumental role in the next phase of our growth as we build a new Restaurant Support Office team in the Las Colinas area of Irving, TX. Pei Wei is the leader in fresh Pan-Asian fast-casual dining, with more than 200 restaurants in 21 states. We are looking for passionate team players to elevate an already exceptional brand. If you want to be part of something truly special where you can make a difference, then apply today to explore this exciting career opportunity.

What you will do:

Position Summary: This position leads the Guest Relations team in providing best in class customer service when addressing guest matters and concerns. Their primary focus is to be a brand ambassador for Pei Wei Asian Kitchen when dealing with guest issues and problems with the ultimate goal of guest retention and recovery. Team member should be patient, relatable, empathetic, flexible, and have a resilient disposition. They will be responsible for resolution of in-restaurant experiences, online/social media experiences, and responding to general/gift card/marketing inquiries. This position also creates and distributes reports to the field leadership on Guest Relations trend data and areas of concern to support root cause issue resolution.

Essential Functions:

  • Responsible for oversight of Guest Relations workflow, resolution practices, and guest comps.

  • Help to create and implement strategy for ensuring Guest Relations department upholds and maintains the company’s “CARE principles”: Connectivity, Accountability, Respect, Excellence.

  • Provide team direction and training on work procedures and processes to provide consistency in service

  • Deliver timely, amazing service to our guests by providing support via ticketing software, email, and phone with an empathic positive attitude

  • Defuse guest frustrations with active listening, calming and empathetic responses, and providing resolution to ensure guest feels heard and valued.

  • Ensure guests receive initial responses to cases within 24 hours, and final case resolutions of at least 75% within 48 hours.

  • Resolve all escalated Social Media contacts (Yelp, Trip Advisor, Facebook, Twitter) and issues within 24 hours.

  • Develop and maintain comprehensive knowledge base on relative topics to make sure both guests and staff are provided timely and correct information on products and policies.

  • Escalate guest recovery issues by involving Market Partners; providing guidance on approach and systems/process-related topics.

  • Contribute to the development of company practices for addressing and resolving guest issues.

  • Serve as System Administrator for the Astute Guest Relations software. Update reason codes, create letter templates, perform system training, update system with location and personnel specifics, generate, create and track reports.

  • Assist in creating and maintaining all guest correspondence templates for the Guest Relations Team.

  • Provide Leadership team with insight and trend information related to our guest experiences

  • Collaborate cross functionally throughout the organization to deliver meaningful findings to assist with the improvement overall guest satisfaction and establishing long-range objectives and strategies to get there.

  • Work with 3rd party partners to ensure they have the proper training and knowledge to properly represent the brands.

Requirements

What you need:

Education:

  • High School Diploma or GED Required; College degree a plus

Experience:

  • 3 years in guest services call center/hospitality role/customer relations role

  • Experience working in Customer Relationship Management (CRM/Ticket) systems (experience with Astute software a plus)

  • Utilization of MS Outlook, MS Word, MS Excel

Competencies:

  • Strong communication skills

  • Customer focused / Empathetic active listener

  • Resourceful problem solver

  • Resilient positive demeanor – tough minded

  • Team oriented

  • Technical capacity

Working Conditions:

  • Position requires talking, hearing, walking, sedentary work, and visual acuity

  • Normal office environment

  • Occasionally may be required to lift moderately heavy objects (up to 10 pounds) during the course of the workday

What we offer:

  • Growth opportunities in a fun and fast-moving environment

  • 15 days of PTO per year

  • Medical, dental, vision, and 401(k) plans

  • Company paid life insurance, short-term and long-term disability plans

  • Generous meal benefits

Pei Wei is proud to be an equal opportunity employer workplace.