Call Center-Guest Recovery Representative

City Barbeque, LLC•Dublin, OH

6d•$16 - $17•Onsite

About The Position

City Barbeque is hiring full-time and part-time Guest Recovery Representatives to help guests resolve concerns and have a positive experience. The role responds to phone calls, emails, and online feedback; investigates issues in collaboration with restaurant leadership and internal teams; and provides appropriate resolutions to strengthen guest loyalty. This is an in-office position, not remote. The schedule requires PM closing shifts starting at 2:00 PM or 4:00 PM and ending at 8:30 PM, with availability for at least one weekend day.

Requirements

Strong verbal and written communication skills.
Exceptional customer service and interpersonal skills.
Ability to remain calm, professional, and empathetic when handling difficult situations.
Strong problem-solving and conflict-resolution abilities.
Ability to multitask across multiple communication channels.
Excellent attention to detail and organizational skills.
Proficiency with email, word processing, spreadsheet software, and other business applications.
Positive attitude, sense of urgency, and commitment to guest satisfaction.
Ability to work independently while contributing to team goals.
Availability for PM closing shifts starting at 2:00 PM or 4:00 PM and ending at 8:30 PM.
Availability for at least one weekend day.
Ability to operate standard office equipment, computers, and keyboards.

Responsibilities

Answer incoming phone calls from guests contacting City Barbeque restaurants.
Help guests place orders over the phone.
Resolve guest concerns on first contact whenever possible.
Review, investigate, and respond to guest feedback submitted through the Ovation platform.
Respond promptly and professionally to guest emails.
Research concerns using order details, receipts, transaction records, and other available information.
Partner with restaurant management teams to investigate and resolve guest issues.
Provide appropriate guest recovery resolutions according to company policies and guidelines.
Follow up with guests to confirm concerns are fully resolved.
Document guest interactions, concerns, and resolutions accurately in designated systems.
Monitor response-time goals across phone, email, and online feedback channels.
Escalate complex guest concerns to leadership when necessary.
Identify recurring guest concerns and communicate trends to leadership.
Assist guests with questions about the loyalty and rewards program.
Maintain confidentiality of guest and company information.
Perform other duties as assigned.