Fields customer feedback by webform, live chat, social media, phone, and correspondence from customers. Enters and maintains database records of customer profiles and prepares and maintains status reports. Creates a better experience for customers to regain trust and build company sales. Acts as liaison for customers with store franchisees and franchisee crew members. Maintains knowledge of company products and customer service processes.

　　RESPONSIBILITIES

　　Answer Jimmy John’s customer concerns, questions, praises, and resolves issues that may have a technical aspect to it. Primary channels are webform and telephone

　　Improve customer satisfaction by actively listening, acknowledging, and accurately categorizing customer contact reasons/experiences and responding accordingly

　　Ability to multitask using multiple databases to accurately research and respond to inquiries

　　Provide accurate responses by actively participating in department communication, maintaining awareness of existing products as well as new products and promotional initiatives

　　Ability to quickly recognize escalating trends and problem-solve potential root causes

　　Work with cross-functional teams including but not limited to Marketing, Supply Chain, Quality Assurance, Food Safety, Gift Card, and shared services

　　Additional projects and duties as assigned

　　EDUCATION AND EXPERIENCE QUALIFICATIONS

　　High School Diploma required

　　4-year degree preferred

　　REQUIRED KNOWLEDGE, SKILLS, or ABILITIES

　　Strong oral and written communication skills

　　Ability to work in a fast-paced environment

　　Advanced working knowledge of MS Office Tools

　　Demonstrate the ability to troubleshoot and problem-solve

　　Ability to listen, talk, and type simultaneously while putting yourself in the customer's shoes to evaluate and make their experience better

　　Calling all Rockstars. At Jimmy John’s, we make kick a$$ sandwiches and we make ‘em freaky fast. If you’re a go-getter, a hustler, or an ordinary person who does extraordinary things, working at Jimmy John’s will be your jam. Sound like you? Yeah, we thought so. Answer the call, Rockstar.

　　Inspire Brands is a multi-brand restaurant company whose portfolio includes nearly 32,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC Drive-In restaurants worldwide.

　　We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.