Guest Engagement Agent

Guest Relations

Coppell, TX

September 10, 2020

Guest Engagement Agent

Dallas TX (North Dallas)

What does it mean to be a BrinkerHead? We play like a team, take pride in our culture and seek every opportunity to make people feel special. Life is short. Work happy.

At Brinker, we connect, serve and give to create the best life for our Team Members, Guests and community. Through our cultural beliefs, Brinker empowers its Team Members to positively impact our 4 Key Results: Engaging Team Members, Bringing Back Guests, Growing Sales and Increasing Profits.

Brinker International is an equal opportunity employer; we foster an inclusion environment that promotes respect, diversity of thought and success for all.

Job Summary

The Guest Engagement team is looking for a skilled problem solver to join our team as a Guest Engagement Agent. This role must be proactive in responding to and handling of complaints and inquiries from the Guests to elevate the Guest recovery experience. This role may work in different shifts with varying working hours and will sit in front of computer screens for long hours. This individual must be fully aware of the company’s policies and procedures. This role will work closely with a team dedicated to meeting and exceeding committed Service Levels to our Guests and our brands. This role will also focus on meeting and exceeding individual productivity metrics. This role will require someone who is open minded and willing to learn and who has the ability to function effectively in a fast-paced work environment. It is also vital that this role is articulate with excellent verbal and written communication and interpersonal skills and has the ability to easily establish rapport with Guests.

Your Key Job Functions

  • Bring Back Guests by elevating the Guest recovery experience through the response and resolution with inbound calls and emails.
  • Lean into our Passion of making every Guest feel special to drive brand loyalty and help our brands to deliver on Best in Class operations.
  • Forward actionable insight and the voice of the Guest to the brands.
  • Evaluate and interpret case information quickly using thorough knowledge of business policies and procedures.
  • Should be able to maintain the balance between Guest and business, including determining and awarding appropriate compensation and/or credit card refunds.
  • Build rapport with Guests by greeting them in a professional, friendly manner while effectively managing the flow of conversation.
  • Listen attentively and compassionately to Guest needs and concerns.
  • Prepare complete and accurate work and update Guest file in our database.
  • Communicate effectively with Guests to ensure high quality and timely resolution of requests and issues.
  • Effectively transfer misdirected Guest requests to the appropriate party.
  • Contribute ideas on ways to resolve problems to better serve the Guest and/or improve productivity.
  • Participate in activities designed to improve Guest satisfaction and business performance.
  • Able to handle calls in a high pressure environment while maintaining goals and metrics.
  • Be able to maintain confidentiality of valuable and proprietary information.
  • Should be capable of handling issues and complaints by providing solutions to the Guests, preferably with first contact resolution, while maintaining Brand image.
  • Should be fully aware of information related to the product or services of the organization.
  • Excellent written and verbal communication and interpersonal skills.
  • Determine when to escalate to a Supervisor or others within the organization based on nature of complaint.
  • Compose written responses to Guests that support company policy and principles and the Brinker voice.
  • Contact Guests by phone or through other technology (as needed) for clarity and investigation of issues.

What You Bring to the Team

  • Preferably 2-3 years in a customer service environment.
  • Restaurant experience is preferred.
  • High school diploma or GED.
  • College experience or degree a plus.
  • Flexibility to work hours outside of traditional business hours as needed.
  • Should be capable of handling issues and complaints by providing solutions to the Guests, preferably with first contact resolution, while maintaining Brand image.
  • Should be fully aware of information related to the product or services of the organization.
  • Excellent written and verbal communication and interpersonal skills.
  • Basic computer proficiency, particularly with Microsoft applications as well as web-based applications.
  • Extraordinary customer service skills.
  • Punctuality and consistent work attendance.
  • Must be self-motivated and have a positive attitude.
  • Ability to understand data and bring to life with trends and insights to the brands.
  • Experience in Social Media environments (Facebook, Twitter, etc) a plus.

Why Brinker

We offer a competitive benefits package including medical/dental/vision, life insurance, paid vacation/holidays, and 401(k) with company match and generous dining discounts. Every team member working at the Restaurant Support Center (aka Brinker headquarters) is eligible for annual bonus potential.

Our campus includes an onsite gym plus opportunities to increase your wellbeing with onsite Yoga and boot camp programs. Work/Life/Fun balance in a casual and collaborative work environment! Team members enjoy company-wide events and celebrations. Regular volunteer opportunities with our community give back programs.

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