Guest Recovery & Experience Specialist

City Barbeque; Dublin (OH); On-site; USD 33,000 - 36,000; Full time

Job summary

City Barbeque is seeking a Guest Recovery Representative to handle phone calls, emails, and online feedback, resolving guest concerns and enhancing loyalty. The role emphasizes empathy, quick problem-solving, and thorough documentation within our systems.

This in-office position offers both full-time and part-time schedules, with weekend availability required. Compensation ranges hourly with commission opportunities, reflecting experience.

Qualifications

• Strong verbal and written communication skills.
• Exceptional customer service and interpersonal skills.
• Ability to remain calm, professional, and empathetic in difficult situations.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask and manage multiple channels.
• Excellent attention to detail and organizational skills.

Responsibilities

• Answer incoming phone calls from guests contacting our joints.
• Assist guests with placing orders over the phone.
• Provide first-contact resolution whenever possible.
• Review, investigate, and respond to guest feedback submitted through the Ovation platform.
• Respond to guest emails promptly and professionally.
• Research guest concerns by reviewing order details and receipts.
• Partner with restaurant management teams to investigate and resolve guest issues.
• Issue appropriate guest recovery resolutions in accordance with company policies.
• Follow up with guests to ensure concerns are fully resolved.
• Accurately document guest interactions, concerns, and resolutions in designated systems.
• Monitor and maintain 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 loyalty and rewards program questions.
• Maintain confidentiality of guest and company information.
• Perform other duties as assigned.

Skills

Customer service

Communication

Multitasking

Conflict resolution

Phone support

Tools

Ovation platform

Email

Word processing

Spreadsheets

Job description

City Barbeque is seeking a Guest Recovery Representative to handle phone calls, emails, and online feedback, resolving guest concerns and enhancing loyalty. The role emphasizes empathy, quick problem-solving, and thorough documentation within our systems.

This in-office position offers both full-time and part-time schedules, with weekend availability required. Compensation ranges hourly with commission opportunities, reflecting experience.