Job Summary
The Customer Relations Representative will initiate and receive telephone calls daily to assist restaurants with food orders and service related issues.
Duties and Responsibilities
Manage and provide world class customer service and resolve restaurant issues in real time to ensure restaurant operations have product necessary to enable sales.
Maintain effective business relationships with Franchise and Corporate restaurant management to ensure business processes are followed.
Maintain essential 7-day telecommunication hours of operation for proper restaurant support.
Process auto-shipments to support store promotions and QCC support auto shipments.
Cross-train and provide support for non-trad store set up .
Work closely with Quality Control Center management on customer concerns, following issues to closure.
Process all QCC to restaurant credits and provide necessary accounting documentation.
Utilize the CRM system to provide quality service concern resolution within established departmental service goals.
Maintain non-trad and domestic restaurant daily food orders via reporting, order entry and editing.
Develop and provide field with various communications necessary for restaurant operations.
Education, Experience & Certifications
High school diploma or equivalent
Eight(8) months working on a predictive dialing system in a call center, preferred
Functional Skills
Analytical Skills: effectively uses data to generate insights for operations excellence
Planning & Prioritization: highest impact, highest value
Financial & Business Acumen
Communicates Effectively and Candidly
Problem Solving; ability to use rigorous logic to solve problems with innovative effective solutions
Process Improvement: Strive to continually improve
Ability to build and leverage talent
Ability to work in a challenging, fast-paced environment and to adapt to new situations as they arise
Ability to effectively communicate, inform, and influence senior leaders
Ability to work cross-functionality on multiple initiatives with a successful record of advancing projects
Our Values
EVERYONE BELONGS – We believe connectedness and belonging are the essential ingredients to our success.DO THE RIGHT THING –We are relentlessly focused on quality and integrity and make the right choices, even when it's difficult.PEOPLE FIRST – To craft positive experiences for our customers, we take care of each other first.INNOVATE TO WIN – We champion and challenge for a better way in all we do.HAVE FUN – We find joy, create meaningful impact and celebrate the journey togetherOur Core Competencies
CUSTOMER CENTRIC - We leverage data and insights to craft a customer experience that builds relationships, cultivates trust, and delivers excellenceRESULTS DRIVEN – We focus on measurable outcomes by remaining optimistic, tenacious, and persistent even in the face of challenges.CONTINUOUS IMPROVEMENT –We champion for better through strategic risk taking, experimentation and challenging the status quo.BIAS FOR ACTION – We courageously lead, drive towards decisions, and maintain agility to meet the demands of our dynamic industry.Papa Johns is an equal opportunity employer.
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