• Job Description

  Req#: 23001141

  Summary of Job Description:

  The Guest Care Coordinator of Restaurant Experience is responsible for responding to and resolving Guest inquiries, complaints, compliments, suggestions, and general feedback quickly and to a high degree of Guest satisfaction, with a focus on restaurant experience support. This position provides support to complex, difficult, escalated and crisis-level issues, issues that require more extensive research and/or collaboration with restaurant, cross-functional, or outsourced teams. The Guest Care Coordinator coaches Operators and contact center team members on behaviors most likely to create loyal Guests. This position monitors and reports on performance, productivity, and emerging and trending category/channel concerns. The Guest Care Coordinator supports training and the development of training materials, as well as, contributes to agent guides and knowledge base. This position handles updates to online Guest self-serve FAQs, IVR recording, and contact center tools and systems

  
  You’ll get a chance to:

  • Responsible for the day-to-day contact center handling of restaurant experience contacts: Areas of concern include Order inaccuracies, Food quality, Slow service, Unfriendly team/service, etc. Compliments
  • Handle, and ensure proper handling of, Guest inquiries, complaints, compliments, suggestions, and general feedback
  • Serve as escalation point for the team
  • Support complex, difficult, escalated and crisis-level issues
  • Support issues that require research or collaboration with restaurant, cross-functional, and/or outsourced teams
  • Coach Operators and contact center team members on behaviors most likely to create loyal Guests.
  • Support training and the development of training materials, as well as, contributes to agent guides and knowledge base
  • Handle updates to online Guest self-service FAQs, IVR recording, and contact center tools and systems
  • Monitor and report on performance, productivity, and emerging and trending category/channel concerns.
    Contribute to projects

  How we reward you:

  • Hybrid Work schedule
  • 401K with company match
  • Yearly bonus opportunity*
  • Full medical, dental, and vision insurance *
  • On-site fitness center, biometric screen, and flu shot clinic
  • Discounts at Panda restaurants, theme parks, and gym memberships
  • Paid time off starting at 15 days with 7 federal holidays*
  • Continuous education assistance and scholarships*
  • Income protection including Disability, Life and AD&D insurance*
  • Bereavement leave*

  
  *Benefits available for eligible permanent full time associates

  #LI-Hybrid

  
  

  Your background & experience:

  • Bachelor’s degree in Business, Marketing, Communications or related field preferred
  • Minimum two (2) years of customer service experience or equivalent, preferably in a retail/hospitality operations environment
  • Fluency in Spanish and/or Chinese desirable
  • Obtaining a valid Food Handler's Card within 30 days of employment is a requirement of this position.
  • If hired, successful completion of annual store training
  • If hired, must provide proof of full vaccination on start date, unless prohibited by federal, state, or local law. Full vaccination means two weeks or more have passed after receiving the second dose in a two-dose series, or more than two weeks after receiving a single-dose vaccine. Examples of proof of full vaccination include an original, photocopied, or digital completed vaccination card that includes name, type of vaccine provided, and date of last dose administered.

  Panda Strong since 1983
  Founded in Glendale, California, we are now the largest family-owned American Chinese Restaurant concept in America. With close to 2,000 locations globally, we continue our mission of delivering exceptional Asian dining experiences by building an organization where people are inspired to better their lives. Whether it’s impacting our team or the communities we work in, we’re proud to be an organization that embraces family values.

  You’re wanted here
  We value diversity in all forms and know the strength it brings. Workplace equality allows for creative ideas to blossom, diverse points of view to be heard, and improves overall happiness. We like the sound of that.

  Panda Restaurant Group, Inc is an Equal Opportunity Employer. Regardless of your race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age, veteran status, you are welcome here.

  
  
  Job Field: Panda Restaurant Group

• About the company

  Panda Restaurant Group, the world leader in Asian dining experiences and parent company of Panda Inn, Panda Express and Hibachi-San, is dedicated to becoming a world leader in people development. Whether through sharing good food with guests or providing opportunities for professional and personal growth with associates, all are embraced in a genuine family environment that is uniquely Panda. Panda Restaurant Group, Inc. is an Equal Employment Opportunity Employer.

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