Summary of Job Description:

The Guest Care Representative (Contact Center Digital) 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 the Digital restaurant experience, Panda Rewards program, refunds processing, and CCPA requests handling. 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 Representative coaches Operators and contact center team members on behaviors most likely to create loyal Guests, prepares performance, productivity, and category/channel reports and analysis, and handles updates to software platforms and phone system.

You’ll get a chance to:

• Responsible for the day-to-day contact center handling of the Digital restaurant experience, Panda Rewards program, refund processing, and CCPA request to ensures adequate coverage for inbound volume, conduct quality assurance on contact handling, and monitors service level performance, productivity, and adherence to targets; adjust shifts/priorities as needed.
• Handle, and ensure proper handling of, Guest inquiries, complaints, compliments, suggestions, and general feedback.
• Serve as escalation point for the team to resolve complex, difficult, escalated, and crisis-level issues as well as 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.
• Train and develop training materials, contributes to the agent knowledge base, and creates scripts and curate assets for Guest responses.
• Contribute to online Guest self-service FAQs.
• Administer Guest Care tools and phone system; oversees hardware upgrades and software/system updates.
• Prepare performance, productivity, and category/channel reports and provides basic analysis.
• Contribute to special projects as requested.

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 #LI-DS2

Your background & experience:

• Bachelor’s degree in Business, Marketing, Communications or related field preferred.
• Minimum three years of customer service experience or equivalent, preferably in a retail/hospitality operations environment.
• Fluency in Spanish and/or Chinese desirable.
• Successful completion of initial and periodically required trainings.
• 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

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 and prohibits discrimination and harassment on the basis of race, color, religion, sex, national origin, disability, age and any other basis protected by the laws which apply where we operate. Panda provides accommodations for disabilities and religious observance purposes as required by law.