JOB OVERVIEW
Responsible for effective resolution of escalated customer inquiries and written correspondence. Assist the Manager and Senior Fan Relations Manager to maintain and refine the Fan Relations program and procedures to ensure prompt, effective handling of external complaints and inquiries for International Dairy Queen, Inc.
- Participates in weekend rotation. One weekend every three weeks.
- Responds accurately, promptly, and within 24-business hours to all internal customer inquiries, including those from team members, corporate staff, independent franchise operators and territory operators.
- Ensures that customers are responded to within 72-business hours at minimum and assists with driving toward the departmental goal of 24-business hours.
- Effectively communicates with customers by phone and written correspondence with accurate, prompt and effective replies.
- Processes contacts inquiries according to expectations set by Fan Relations.
- Responds to and resolves all contacts inquiries for assigned regions, supporting and assisting other members of the Fan Relations Team as appropriate.
- Coaches contact center with processing as appropriate.
- Provides support to and coaching to business consultants regarding Fan Relations communications.
- Assists with password reset requests for fan contacts database
- Makes decisions on appropriate reimbursement (within empowered amount), on a case-by-case basis.
- Processes incoming and outgoing mail on a weekly basis
- Submits requests for gift card orders as needed, to support fan inquiries.
- Assists with social media escalations and processing.
Create or update procedure documentation and template responses
- Craft supporting materials for digital promotions, campaigns, and sweepstakes, including key information, processing direction, and template responses.
- Update existing template responses as needed, based on new learnings.
- Craft training materials for new platforms and resources used for responding to fan inquiries.
- Communicate new materials and updates to contact center team.
Process privacy requests
- Timely processing of incoming privacy requests to ensure compliance.
- Report any anomalies to Sr Fan Relations Social and Documentation Specialist.