Guest Recovery & Satisfaction Specialist

City Barbeque; Dublin (OH); On-site; USD 22,000 - 23,000; Full time

Job summary

City Barbeque is seeking a Guest Recovery Representative in Dublin, OH to respond to guest concerns by phone, email, and online feedback, investigate issues, and provide solutions. This role works with restaurant leadership to strengthen guest loyalty and resolve problems.

The position offers hourly pay of $16.25–$17.00 based on experience, plus commission opportunities. Shifts are PM, with at least one weekend day required, and it is an in-office role (not remote).

Qualifications

• 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 and manage multiple communication channels simultaneously.
• Excellent attention to detail and organizational skills.
• Proficiency with email, word processing, spreadsheet software, and other business applications.
• Positive attitude with a sense of urgency and commitment to guest satisfaction.
• Ability to work independently while contributing to team goals.

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, receipts, transaction records, and available information.
• Partner with restaurant management teams to investigate and resolve guest issues.
• Issue appropriate guest recovery resolutions in accordance with company policies and guidelines.
• 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

Problem-solving

Conflict-resolution

Attention to detail

Organizational skills

Independence

Team collaboration

Tools

Email

Microsoft Office

Job description

City Barbeque is seeking a Guest Recovery Representative in Dublin, OH to respond to guest concerns by phone, email, and online feedback, investigate issues, and provide solutions. This role works with restaurant leadership to strengthen guest loyalty and resolve problems.

The position offers hourly pay of $16.25–$17.00 based on experience, plus commission opportunities. Shifts are PM, with at least one weekend day required, and it is an in-office role (not remote).