Agent, Guest Engagement Team
Human Resources / PeopleWorks
Dallas, TX
July 12, 2025
Guest Engagement Agent
Coppell, TX
If 'work hard play hard' were enough for a job description we would just stop there, because that's what ChiliHeads have been doing since 1975. ChiliHeads are a team that takes pride in Chili's culture and seeks every opportunity to make people feel special. Life is too short not to work happy, right? Actually, life is too long not to work happy. That's better.
At Brinker, we connect, serve, and give to create the best life for our Team Members, guests, and community. It's in our DNA. Seriously, grab your electron microscope, take a look, and you'll see little burgers and Presidente Margaritas built right in. It's what makes a ChiliHead a ChiliHead.
Job Summary
The Guest Engagement Agent plays a key role in delivering exceptional guest service by responding to inbound calls, voicemails, and emails in a timely and professional manner. This role requires proactive handling of guest inquiries, concerns, and complaints with empathy, efficiency, and a solutions-oriented mindset.
Agents must be readily available during assigned working hours and are expected to adapt to varying shift schedules, including extended periods of computer-based work. A strong understanding of company policies and procedures is essential to ensure accurate and consistent support.
Successful candidates will be confident, personable, and self-driven, with a strong work ethic and the ability to thrive in a fast-paced, team-oriented environment. Excellent verbal and written communication skills, along with the ability to build quick rapport with guests, are critical to success in this role.
Schedule:
- Training: Monday - Friday, 8:00 a.m. - 5:00 p.m. (In-office)
- Regular Schedule (Post-training):
- Off Days: Sunday & Monday
- Working Hours:
- Tuesday - Friday: 8:00 a.m. - 5:00 p.m.
- Saturday: Flexible Hours
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.
- You 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.
- Restaur