Part Time Customer Service Associate - Denny's

Job Summary
This position is responsible for receiving, processing, and responding to inbound calls, written letters, and emails originated by guests, vendors, Corporate & Franchise restaurants, media outlets, and other entities.  On behalf of Denny’s Corporate, Customer Service Associates must provide accurate information regarding corporate processes and procedures. If necessary, routes inquiries/issues to the appropriate person and or department.  Ensures all calls regarding restaurant experiences are quickly addressed, analyzed, and resolved.

Essential Functions (Key Responsibilities)

• Responsible for meeting and exceeding Call Center metrics and service expectations when responding to those who make contact with Denny’s Corporate Customer Service department.
• Answers, researches, and resolves inquiries, and complaints received regarding service failures experienced at Denny’s restaurants, credit/gift card issues, service compliments, general suggestions, and comments.
• Acts as Corporate Liaison between guests and various departments within to ensure third-party questions and or problems are properly addressed. 
• Administers and documents customer satisfaction surveys via phone conversations for those guests inside of targeted areas of Denny’s footprint. 
• Ask probing questions to gain clarity and use active listening skills to ensure the guest’s perspective about the issue(s) are identified and recorded so that the root cause can be determined and addressed by field leaders.
• Contacts Franchise Owners, Restaurant Management, Corporate and Franchise Leaders as necessary to gain additional insight and or to provide additional information regarding guest incidents.
• Requests additional follow-up from above leaders as necessary when either a guest requests this specific contact and or he/she is not completely satisfied with the resolution provided by the Customer Service Department.
• Provides and processes guest's compensation (coupons, paper checks & gift cards) to ensure that all service issues are resolved and as an attempt to apologize for the situation and regain the guest’s patronage in the future.
• Provides guests with a personalized communication in the format of a handwritten card or experience-specific email.  This communication apologizes, offers resolution, outlines the steps that have been taken to address the issue at the restaurant level, and thanks to the guests for making Denny’s Corporate aware.
• Accurately and thoroughly documents all exchanges of communication and information.  Such documentation is frequently requested and used by Denny’s Legal Department.
• Follows up and follows through on open call summaries, requests, promises, and questions that have not been answered to provide callers with a resolution in a timely manner.
• Maintains acceptable workloads and meet or exceed departmental metrics as outlined by the leadership team.
• Other duties as assigned.

Denny's, Inc. is committed to providing equal employment opportunity for all persons regardless of age, race, creed, color, national origin, citizenship status, religion, sex, sexual orientation, genderidentity, disability, geneticinformation, military or veteran's status, criminal background, or any other characteristic protected by Federal, State, or local law. 

Applicants requiring reasonable accommodation for any part of the application process should contact 864-597-8000. PLEASE DO NOT CONTACT THIS NUMBER TO CHECK THE STATUS OF YOUR APPLICATION.

Denny’s, Inc. participates in E-Verify. We will provide the Social Security Administration, and if necessary, the Department of Homeland Security, with information from each new employee’s Form I-9 to confirm work authorization. For more information on E-Verify, please contact the DHS at 888-897-7781 or dhs.gov/e-verify.  Please note that we do not use this information to pre-screen job applicants.