Customer Service Rep - Outbound

Position Summary

The Outbound Custom Service Manager is responsible for identifying and managing guest feedback left on social media sites, on business review listings, and other external review sites. This role focuses on timely, accurate, and professional responses to positive guest experiences as well as guest questions and concerns, ensuring issues are documented, resolved, or escalated according to established processes and service-level expectations.

The ideal candidate is detail-oriented, comfortable working in a queue-based environment, and experienced in handling multiple tickets simultaneously while maintaining quality and consistency.

Key Responsibilities Include

• Serve as the primary point of contact for external guest feedback, using discretion and judgment to assess needs and direct communications to the appropriate internal teams or departments.
• Monitor, respond, and report on a high volume of guest feedback left on social media sites like Facebook and Twitter, respond to guest reviews on review sites like Google Business Profiles, Apple Maps, and Yelp.
• Accurately document, categorize, and prioritize guest feedback to ensure timely resolution.
• Respond to general information requests and provide accurate, brand-aligned guidance and responses.
• Update business information in review websites (like Google Business Profile) as needed, primarily updating business hours of operation around holidays
• Use pre-approved templates and knowledge base articles to provide consistent, brand-aligned responses.
• Manage and resolve guest complaints for assigned franchise and company-owned restaurants, ensuring timely documentation, escalation, and follow-through in alignment with company standards.
• Accurately route, track, and update guest feedback tickets to ensure timely resolution by the appropriate teams
• Communicate with internal stakeholders as needed to ensure guest feedback is resolved and closed according to established processes.
• Support the inbound customer service representative as needed during times of high ticket volume
  
  

• Meeting or exceeding response and resolution SLAs
• Maintaining high-quality written communication standards
• Consistently managing determined volumes
• Accurate documentation and proper escalation of issues
• Adherence to defined support processes and workflows
  
  

• 1-3 years of professional experience in customer service, guest relations, or administrative support, preferably within a multi-unit or franchise environment.
• Demonstrated ability to manage guest feedback systems and platforms (e.g., Zendesk, SMG) and resolve inquiries with professionalism and discretion.
• Prior experience supporting U.S.-based customers in a service industry from an offshore location preferred
• Strong familiarity with popular social media sites, Google Business Profiles, Apple Maps, Microsoft Business Listings, and Yelp is required.
• Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple inquiries simultaneously.
• Strong verbal and written communication skills, with the ability to interact effectively across all levels of the organization.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word) and customer service platforms.
• Ability to exercise independent judgment in resolving guest issues and following established guidelines and escalation paths
• Awareness of data privacy standards, brand guidelines, and professional communication protocols.
• High level of discretion and professionalism in handling sensitive guest information.
• Ability to work both independently and collaboratively in a fast-paced, service-oriented environment.
• Comfort working independently in a structured, metrics-driven role
• Bilingual or multilingual communication skills are a plus.