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Social & Digital Customer Service Specialist

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Richmond, Canada Boston Pizza International, Inc. Full time

**Restaurant Digital/Social Customer Service Specialist**

We are looking for a Customer Service Specialist that is passionate about delivering remarkable hospitality to all our guests and will enjoy finding solutions to ensure that every guest experience is exceptional. Someone who enjoys using social sites such as Trip Advisor, Google reviews, Facebook etc.

**Duties and Responsibilities**
- Respond to Guest concerns as quickly as possible
- Work with our social media team to provide responses to review sites
- Investigate & update loyalty data as required (ie. Team name changes, order or offer lookups)
- Work with marketing, menu and operations teams to stay on top of in-market campaigns and guest-facing activity, and to respond accordingly to questions/inquiries
- Assist in the process of tracking and managing reporting
- Share and celebrate positive comments and communicate these to the Franchisees and their teams
- When necessary escalate concerns to the appropriate people
- Work with the Franchisee or Regional Business Manager to develop and implement an action plan for resolution
- Aid in building supporting tools to help our franchisees and restaurant teams improve their skills in resolving guest concerns

**Key Skills**
- Friendly, empathetic, and organized
- Experience in service; retail or hospitality an asset
- Outstanding communication and active listening skills
- Highly responsible and reliable
- Committed to creating remarkable moments for guests
- Written communication skills that are clear and concise
- Education in hospitality management, business administration or related field an asset