Catering & Guest Relations CSR II

Accountabilities:: Support catering and guest relations operations through advanced case management, order research, customer assistance, and issue resolution. Handle escalated guest complaints and catering concerns, applying independent judgment and providing timely, effective solutions. Manage customer inquiries received through multiple communication channels, including phone, email, letters, online platforms, ServiceNow, and social media. Ensure urgent cases are addressed within 24 hours and all other inquiries are resolved within established 48-hour service timelines. Consistently meet or exceed key performance indicators, including resolution times, customer satisfaction (CSAT), and catering order accuracy. Manage catering orders from initial confirmation through payment resolution, fulfillment, and delivery coordination. Communicate with guests, restaurant teams, and third-party delivery providers to ensure accurate and seamless catering experiences. Monitor catering fulfillment quality, identify recurring issues, and escalate operational concerns to the appropriate leadership teams. Process catering-related requests, including gift card resends, order cancellations, guest recovery solutions, and updates to interactive voice response (IVR) messages concerning restaurant hours and closures. Investigate, document, and resolve guest relations cases received through websites, phone calls, email, written correspondence, and external organizations such as the Better Business Bureau (BBB). Maintain accurate case records, supporting documentation, and organized tracking to ensure effective follow-up and timely resolution. Identify opportunities to improve customer service processes, response templates, workflows, and communication standards. Collaborate with internal teams to ensure that documentation and call recordings are properly maintained in accordance with company policies. Monitor operational dashboards and performance reports to evaluate service quality and ensure departmental targets are achieved. Analyze customer feedback, recurring issues, and root causes to identify opportunities for operational improvements. Support cross-functional projects involving communication tools, IVR messaging, service templates, promotional activities, and operational rollouts. Ensure data accuracy across customer service and catering management systems. Act as a subject matter expert and mentor to customer service specialists by providing coaching, feedback, training, and shadowing support. Participate in team meetings, training sessions, and collaborative initiatives while demonstrating professionalism, integrity, accountability, and a guest-first mindset. Exercise appropriate decision-making authority when resolving guest and catering concerns, including issuing electronic gift cards of up to $100 in accordance with service recovery guidelines. Requirements: At least 2 years of professional experience in customer service, call center operations, or catering operations. Previous experience in the hospitality, restaurant, or food service industry is preferred. Strong written and verbal communication skills, with the ability to interact professionally and empathetically with customers and internal stakeholders. Experience managing customer complaints, escalations, and complex service requests across multiple communication channels. Working knowledge of customer relationship management (CRM) and operational platforms, particularly Salesforce, OLO, Monkey Media, Aloha Enterprise, and CashStar. Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint. Strong organizational and multitasking skills, with the ability to manage competing priorities in a fast-paced operational environment. Excellent problem-solving and decision-making abilities, including the capacity to independently assess situations and implement appropriate solutions. Strong attention to detail and accuracy when managing customer records, catering orders, payments, and operational documentation. Ability to remain calm, professional, and solution-oriented when handling difficult situations or working under pressure. Understanding of customer satisfaction metrics, service quality standards, and operational performance indicators. Strong interpersonal skills and the ability to collaborate effectively with restaurant teams, external delivery partners, and cross-functional departments. Demonstrated ability to identify process inefficiencies and contribute to continuous improvement initiatives. Previous experience mentoring, coaching, or supporting the development of colleagues is an advantage. High level of professionalism, discretion, and commitment to maintaining customer confidentiality. Ability to exercise sound judgment while balancing customer satisfaction, brand integrity, and operational requirements. Bilingual communication skills are considered a plus. Strong alignment with hospitality principles, customer-focused service, accountability, and teamwork. Benefits: Competitive hourly compensation ranging from $18.70 to $25.83, depending on qualifications, experience, and other applicable factors. Full-time employment opportunity. Fully remote working arrangement within the United States. Opportunity to develop expertise in catering operations, customer relations, and hospitality management. Exposure to multiple customer service and operational technologies, including CRM and catering management platforms. Opportunities to develop leadership skills through mentoring, coaching, and subject matter expertise responsibilities. Collaborative team environment focused on customer satisfaction, professional development, and continuous improvement. Opportunity to contribute directly to memorable customer experiences and operational excellence. Inclusive workplace committed to equal employment opportunities. Support for eligible candidates requiring reasonable accommodations during the recruitment process.