locked Seeking for candidates, working from home


Pablo Morales
 

Hello everybody,
Sorry for the semi off topic.
We are looking for people who are bilingual, and who wish to work from home.
If anybody is interested, please send me an email to.
pmorales@...
Please, see the job description below.
Thank you everybody,

Job Summary
This position is responsible for Receiving, processing and responding to
inbound calls, written letters and emails originated by guests, vendors,
Corporate & Franchise restaurants, media outlets and other entities. On
behalf of Denny's Corporate, Customer Service Associates must provide
accurate information regarding corporate processes and procedures. If
necessary, routes inquiries/issues to the appropriate person and or
department. Ensures all calls regarding restaurant experiences are quickly
addressed, analyzed and resolved.
Essential Functions (Duties and Responsibilities)
. Responsible for meeting and exceeding Call Center metrics and
service expectations when responding to those who make contact with the
Denny's Corporate Customer Service department and the Executive Office (CEO
Promise) phone and email queues.
. Answers, researches and resolves inquiries, complaints received
regarding service failures experienced at Denny's restaurants, fulfillment
requests, credit/gift card issues, service compliments, general suggestions
and comments.
. Acts as Corporate Liaison between guests and various departments
within to ensure third party questions and or problem are properly
addressed.
. Identifies and communicates systemic and recurring service issues to
departmental, Operations and Training Leaders.
. Administers and documents customer satisfaction surveys via phone
conversations for those guests inside of targeted areas of Denny's
footprint.
. Asks probing questions to gain clarity and use active listening
skills to ensure the guest's perspective about the issue(s) are identified
and recorded so that the root cause can be determined and addressed by field
leaders.
. Assists restaurant managers in correctly handling service related
issues, including gift card redemption and issuance problems.
. Contacts Franchise Owners, Restaurant Management, Corporate and
Franchise Leaders as necessary to gain additional insight and or to provide
additional information regarding guest incidents.
. Requests additional follow-up from above leaders as necessary when
either a guest requests this specific contact and or he/she is not
completely satisfied with the resolution provided by the Customer Service
Department.
. Provides and processes guests compensation (coupons, paper checks &
gift cards) to ensure that all service issues are resolved and as an attempt
to apologize for the situation and regain the guest's patronage in the
future.
. Provides guests with a personalized communication in the format of a
handwritten card or experience specific email. This communication
apologizes, offers resolution, outlines the steps that have been taken to
address the issue at the restaurant level and thanks the guests for making
Denny's Corporate aware.
. Accurately and thoroughly documents all exchanges of communication
and information. Such documentation is frequently requested and used by
Denny's Legal Department.
. Follows up and follows through on open call summaries, requests,
promises, and questions that have not been answered to provide callers with
a resolution in a timely manner.
. Maintains acceptable workloads and meet or exceed departmental
metrics as outlined by the leadership team.
. Other duties as assigned.

Education & Experience Requirements
. High school diploma or equivalent. Some college preferred.
. 1-3 years of recent experience in a Customer Service support role
(Call Center experience preferred). Computer experience is required along
with an acceptable WPM of at least 30.
Required Knowledge and Skills
. Must be Bilingual in English and Spanish (written and spoken)
. Must have a passion for customer service excellence and have the
desire and drive to serve as the customer's advocate.
. Excellent written and verbal communication skills.
. Must be able to take and process 60- 80 calls and 20-30 emails per
day.
. Works independently and adjusts to changing priorities and demands
associated with a changing environment.
. Proven analytical and problem solving skills.
. Must be detailed oriented and have the ability to work well under
pressure.
. Must have the ability to listen to internal and external customers
and communicate to all levels of the organization (Managers, Directors,
SVP's, etc..).
. Self-motivated and demonstrates positive interpersonal skills. Hello
everybody,

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