Job Description

The Customer Relations Coordinator will be responsible for handling mostly level 2 guest contacts in support of Arby’s. Primary channels include phone, web forms, and social media, where the coordinator delivers thoughtful, solutions-focused support that reflects the voice and values of Arby’s.

Success in this role means balancing efficiency and empathy – resolving concerns within established service level agreements (SLAs), maintaining accurate case documentation – while contributing to a positive, team-oriented culture. The ideal candidate thrives in a fast-paced environment and is energized by creating great guest experiences every day.

*This position is currently an 80% onsite role

RESPONSIBILITIES

• Answering customer concerns, questions, and resolving issues that may have technical aspect to it. Primary channels are phone calls, webform, and social.
• Improve customer satisfaction by actively listening, accurately categorizing customer contact reasons/experiences and respond accordingly.
• Provide accurate responses by actively participating in daily departmental communications, maintaining awareness of existing products as well as new products and promotional initiatives.
• Ability to multitask using multiple databases to accurately research and respond to inquiries.
• Ability to quickly recognize escalating trends and problem solve potential root causes.
• Ensure data/report integrity by continuously understanding use of tools and the business needs for information.
• Identify, communicate, and escalate in a timely manner contact trends to appropriate business units to ensure proactive response/resolution.
• Additional projects and duties as assigned.

EDUCATION QUALIFICATIONS

• Bachelor’s degree

EXPERIENCE QUALIFICATION

• Previous customer service experience

REQUIRED KNOWLEDGE, SKILLS or ABILITIES

• Superior communication (listening, verbal, & written ).
• Ability to listen, talk, and type simultaneously.
• Demonstrate ability to troubleshoot and problem solve.
• Ability to work under pressure and maintain a positive attitude.

Inspire is a multi-brand restaurant company whose portfolio includes more than 33,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide.

We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.