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Guest Engagement Agent

Human Resources / PeopleWorks
Dallas, TX
June 3, 2022

Guest Engagement Agent

Dallas TX

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 job done by the Guest Engagement agent includes answering of both inbound calls and emails. A Guest Engagement agent must be proactive in responding to and handling of various complaints and queries from the Guests. Within the working hours, a Guest Engagement agent must be available to respond to Guests. An agent works in different shifts with varying working hours and needs to sit in front of computer screens for long hours. He or she must be fully aware of the company’s policies and procedures. An agent must be confident, outgoing and self-motivated with a strong work ethic. He or she must also be a team-oriented person 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 an agent is articulate with excellent verbal and written communication and interpersonal skills and has the ability to easily establish rapport with Guests. The work schedule for this agent will be as follows:  Monday and Tuesday will be your off days, Wednesday, Thursday and Friday 8 a.m. – 5 p.m. and Saturday and Sunday will be Flexible 8 hours days.

Your Key Job Functions

  • Drive business by recovering guests to ensure Brand loyalty.
  • Evaluate /interpret case information quickly using thorough knowledge of business policies and procedures.
  • Should be able to maintain the balance between guest and prudent business, including determining and awarding appropriate compensation and/or credit card refunds.
  • Build rapport with Guests by greeting them in a courteous, friendly and professional manner using approved procedures and scripts – effectively manage flow of conversation.
  • Listen attentively to Guest needs and concerns; demonstrate empathy.
  • Prepare complete and accurate work and update Guest file.
  • 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.
  • Be able to maintain confidentiality of valuable/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 communication (written and verbal) and interpersonal skills.
  • Determines when to resolve issue with Guest and when to escalate to GE manager, Area Director, etc., based on nature of complaint.
  • Compose written responses to Guests that support company policy and principles.
  • Contacts guests by telephone or through other technology (as needed) for clarity and investigation of issues.

What You Bring to the Team

  • 2-3 years in a customer service environment.
  • Restaurant experience is preferred.
  • High school diploma or GED.
  • College experience or degree a plus.
  • Basic computer proficiency, particularly with Microsoft applications as well as web-based applications.
  • Extra ordinary customer service skills.
  • Punctuality and consistent work attendance.
  • Must be self-motivated and have a positive attitude.
  • Solid work ethic.
  • 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.

Check our Careers page for more exciting opportunities!  Brinker Careers  

Join our talent communities!   Brinker         LinkedIn 

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