Coordinator, Sr Specialist, Guest Care - Gift Card

Panera Bread•Saint Louis, LA

22h•Onsite

About The Position

Panera Bread is a specialty concept with unparalleled people and quality products offering careers as diverse as our breads. Whether visiting one of our bakery-cafes for a relaxed meal, ordering through Rapid Pick-Up for a convenient lunch in the office, catering an important event or enjoying a Panera at Home family meal, it is our goal to deliver an exceptional customer experience to each and every guest. Our goal here at Panera Bread, is supported by our dynamic Customer Care Team, charged with enhancing the overall experience of Panera’s customers by responding to those who contact the company with concerns, questions and compliments in a warm, professional and timely manner. The primary channels for customer communication are phone, email and chat. The Customer Care Team engages, informs and retains Panera customers. This position is 40-hours per week and heavily weighted toward weekend, evening, and early morning hours.

Requirements

Bachelor's degree in Business Administration, Communications or Information Technology – preferred.
Ability to work both independently and as a team player in a dynamic group.
Excellent written and verbal communication skills, including a professional, poised phone presence.
Ability to adapt to varied work-load and learn new skills in a fast-paced environment with tight deadlines.
Proficiency in Microsoft Office suite including Outlook, Word, PowerPoint, and Excel as well as overall computer competency including the use of web Browsers such as MS Internet Explorer, Google Chrome, Apple Safari, Mozilla Firefox, etc. required.
Ability to type at least 40 WPM with a high degree of accuracy.
Comfort with technology and the ability to learn new procedures and programs quickly.
Demonstrated leadership capabilities.
Prior to applying please obtain your supervisors' approval.
To be eligible you must have received a meets or exceeds expectations on your last review.

Nice To Haves

Experience in customer relations, restaurant or retail is a plus.

Responsibilities

Act as the “Manager on duty” as assigned by Guest Care management.
Provide actionable feedback and operational suggestions to Senior Leadership during monthly round table discussions.
Provide end of shift reports that summarize what transpired over their shift, call attention to important trends, and loop in right Teams to address current issues and prevent future problems from materializing.
Allocate resources across phone, email and chat channels.
Manage real time adherence to ensure adequate staffing levels during shift.
Work closely with leadership to identify training opportunities and potential roadblocks.
Appropriately manage phone call and email escalations and guide team members through escalated and complicated issues as needed.
Provide feedback for specialist case work to increase their understanding of Guest Care operations.
Provide troubleshooting assistance for members of Guest Care when managers are unavailable and when appropriate elevate their issues to our IT Teams for further support and resolution.
Responsible for mentoring and guiding supervisors in training and guest care specialists to ensure their successful development
Utilize and participate in maintaining the knowledgebase.
Develop and maintain an in-depth knowledge of the customer experience path to include Ecommerce platforms, Panera Bread bakery-café operations, MyPanera program and other relevant lines of Panera business.
Provide professional, timely and effective customer support through phone, email and chat adhering to the Panera customer recovery model B.L.A.S.T and striving to close the loop for each customer.
Address tasks that come to our Team through shared inboxes such as Auto Response Appeasement Cases, BBB Inquiries and assistance requested from our Operating Partners.
Evaluate and act on high risk situations including but not limited to Food-Borne Illness, Foreign Matter, Personal Injury, Allergen Incident, Active Shooter, and any instance of imminent danger brought to our attention by guests or operators in the field demanding specialized attention.
Log and manage incident records and escalation dashboards within Salesforce Service Cloud ensuring accurate customer history as well as valuable data integrity.
Manage Guest Care Executive Escalations and serve as point of contact to resolve any issues or concerns.
Cultivate working relationships with our intradepartmental and external partners.
Review Accessibility Concerns on behalf of our Legal Team.
Inform Risk, Crisis, and Legal Teams to ensure a safe environment in our cafes in the moment and close the loop on guest issues to ensure there is no harm to Panera’s Brand long term.
Demonstrate the ability to troubleshoot technical issues related to Ecommerce applications, MyPanera Loyalty program and Gift Card services.
Escalate technical and procedural issues to appropriate parties including the Guest Care Friction Team during daily stand ups and help diagnose and facilitate remedies.
Learn functionality of both Gift Card and Refund processes and have the ability to assist these Teams during times of high volume by completing basic level escalation tasks to support their Teams.
Maintain performance expectations in both productivity, quality and data integrity.
Perform Panera at Home case sweeps before handing off to our manufacturing partners for resolution.
May be assigned other duties as determined by supervisor.