Job Summary
The Zaxby's Support Center is seeking a Guest Support Specialist to join the Guest Experience team. This role focuses on optimizing Zaxby's Franchising LLC's vision of excellent guest service by resolving guest concerns and supporting various department initiatives, with a primary focus on web and social media responses.
About You
The ideal candidate possesses high emotional intelligence and social awareness, understanding social, cultural, and ethical norms. You can appropriately evaluate guest comments and inquiries and respond effectively.
Key Responsibilities
- Distribute and resolve general guest issues across CRM and social media platforms.
- Assist with account issues related to the guest's mobile app and rewards accounts.
- Collaborate with the team to solve systemic issues and develop brand-wide responses.
- Act as a champion for the Zaxby's guest experience in-store and in the digital ordering process.
Company Growth
As we continue to grow, our strategies have set us up for success to be the top offering in Chicken Fingerz, Boneless Wings and Zalads. We'd love to have you as part of our team!
This position is based in the Atlanta, GA area and is fully remote.
Benefits Include
- Medical, Dental, and Vision insurance
- Company-paid Disability, Critical Illness, and Basic Life insurance
- 401K participation with Company match
- 50% off meal discount at company-owned locations
- Parental Leave
- Child Care Assistance
- Education Assistance Program
- PTO and 9 Company Holidays + 2 Floating Holidays
Essential Job Functions
- Respond to guests across all social media platforms and review sites, primarily via direct messaging and phone when necessary.
- Monitor and distribute general guest feedback, requests, and comments through Freshdesk and Sprout systems, resolving issues as needed.
- Manage the guest recovery process from submission to final resolution in Freshdesk and Sprout systems.
- Provide app support and technical resolutions for guests' mobile app accounts.
- Collaborate with internal departments to ensure timely resolution of guest requests and concerns.
- Work with the team to refine responses and resolutions for recurring guest issues.
- Analyze guest feedback to identify patterns of concern or issues.
- Partner with internal and external business partners to support initiatives and ensure positive guest experiences.
- Interact daily with franchisees, above-store leadership, and store managers to assist with routing and guest resolution.
- Stay informed about changes in the Zaxby's Operation Platform affecting guest interactions.
- Keep up-to-date with current technology, business, and market trends to identify innovative solutions.
Key Competencies
- Acute social awareness: understanding of social, cultural, and ethical norms; ability to appropriately evaluate and respond.
- Comprehensive knowledge of social media platforms (Facebook, Instagram, X, TikTok, Google, etc.).
- Familiarity with guest feedback or database platforms (e.g., SMG, Sprout, Uberall, Freshdesk) is preferred.
- Self-starter with strong initiative.
- Outstanding written and oral communication skills.
- Experience in collaborative, team-building, and servant-led environments.
- Ability to handle difficult interactions with tact, empathy, and professionalism.
- Previous firsthand experience in restaurant or retail; experience in a franchisee/franchisor environment is preferred.
- Ability to thrive in a quickly evolving role.
Education and Experience Guidelines
- Education: Bachelor's Degree in Communication, Hospitality, Business/Management, or related field; OR equivalent combination of education and experience.
- Experience: 1-2 years of related experience in restaurant hospitality, entertainment, food and beverage, or retail. Previous experience with database platforms is desired but not required.
Zaxby's Franchising LLC is an equal opportunity employer and does not discriminate in employment decisions based on any factor protected by federal, state or local law.