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Customer Relations Representative II - job 1 of 2

Company Description

At Raising Cane’s Chicken Fingers® we serve only the best tasting and most craveable chicken finger meals. It’s our ONE LOVE®. Our Crew make it happen, our Culture makes it unique and the Community makes it all worthwhile.   

Every talented Crewmember in our Restaurant Support Office (RSO) is important to our success and a value to our rapidly growing Company. We all work with a sense of purpose and focus on our chicken finger meals, Customers, Crew, Communities and Company Culture. We are constantly striving to Raise The Bar. The future for Raising Cane’s is growth focused and we’re on the path to being one of the top 10 restaurant companies in the United States.    

Job Description

The Customer Relations Lead is responsible for leading efforts serve customers beyond the restaurant by handling customer communications in a caring, genuine, and authentic way. This role is tasked with assisting with escalations, training, and recovery of Raising Cane’s customers.  

Your Impact and Responsibilities:

  • Acts as the liaison between the customer relations team, department leadership, and cross-functionally as needed
  • Manages customer contacts via web form, phone or email and meets company standards for all communications which include general inquiries, technical issues, and recovery situations
  • Performs routine reviews for quality assurance including sample calls and holding tank/digital feedback processing to ensure quality and accuracy
  • Ensures procedures are followed and updated as needed
  • Ensures each contact is logged completely and accurately into the CRM system, routed to the appropriate channels, receives consistent follow-up, and are successfully resolved
  • Monitors and engages with customer communications via all social media channels and escalates when necessary
  • Assists preparing influential presentations regarding current and past customer contacts, resolution, performance, and key milestones
  • Assists with training new representatives in the department
  • Assists with identifying improvement areas or additional training needs
  • Maintains up to date on restaurant operations knowledge including company standards, policies, performance criteria and company programs used to manage, resolve, and report overall satisfaction in the restaurants

Qualifications

 

  • Experience in a high-volume customer service capacity (QSR/fast casual restaurant or retail preferred)
  • Able to consistently engage with customers in a professional and empathetic manner and communicate calmly and confidently with customers and internal partners; Bilingual preferred
  • Able to handle difficult situations and escalations and bring them to resolution
  • Detail-oriented, organized, and able to manage multiple priorities that may be constantly changing
  • Self-driven, flexible, and highly energetic with advanced skills in listening, written and verbal communication
  • Able to comprehend and record communication details completely and accurately
  • Ability to work effectively and efficiently both independently and collaboratively
  • Able to work a full-time varied schedule, including days, nights and weekends at the Restaurant Support Office in Plano, TX
  • 2+ years of customer relations or contact center experience with proven success record, or 1+ years as an hourly restaurant manager at Raising Cane’s
  • Proficient in Microsoft Office Suite: Excel, PowerPoint, Outlook, and Word

Additional Information

All your information will be kept confidential according to EEO guidelines.

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Average salary estimate

$50000 / YEARLY (est.)
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$40000K
$60000K

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What You Should Know About Customer Relations Representative II, Raising Cane's

Join the enthusiastic team at Raising Cane’s Chicken Fingers® as a Customer Relations Representative II in the heart of Plano, TX! At Raising Cane’s, we are passionate about serving the most craveable chicken finger meals and creating memorable experiences for our guests. As a Customer Relations Representative II, you will take on a vital role that extends beyond our restaurant walls. You’ll connect with customers through various communication channels, managing inquiries and concerns with care and authenticity. Your natural ability to empathize and engage positively with our patrons will help shape their experience and foster lasting relationships. In this position, you’ll not only manage reservations and technical issues but also play a crucial part in training fellow team members and ensuring we uphold our high-quality communication standards. Your expertise will empower you to analyze incoming contacts, ensuring each one is logged accurately in our CRM system, and collaboration with our teams will push our initiatives forward. We value your input, and you will help us identify opportunities for improvement, all while having fun and working passionately in a supportive atmosphere. If you're ready to make a significant impact with your voice and enthusiasm here at Raising Cane’s, this could be the perfect opportunity for you!

Frequently Asked Questions (FAQs) for Customer Relations Representative II Role at Raising Cane's
What are the main responsibilities of a Customer Relations Representative II at Raising Cane’s?

A Customer Relations Representative II at Raising Cane’s takes charge of managing customer interactions via phone, email, and social media. This role involves responding to general inquiries, resolving technical issues, and ensuring customer recovery situations are handled with care. Additionally, they conduct quality assurance checks on team communications, prepare presentations, and assist in training new staff, all while fostering a positive brand experience.

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What qualifications are needed to become a Customer Relations Representative II at Raising Cane’s?

To qualify for the Customer Relations Representative II position at Raising Cane’s, candidates must possess at least 2 years of customer relations or contact center experience, ideally in a fast-paced environment like QSR or retail. Familiarity with Microsoft Office Suite is necessary, alongside strong communication skills and the ability to navigate difficult situations. Bilingual abilities are a plus and can enhance customer interactions.

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How does the Customer Relations Representative II contribute to the overall customer experience at Raising Cane’s?

The Customer Relations Representative II plays a pivotal role in enhancing customer experience by acting as the bridge between customers and branches. By addressing inquiries and resolving issues promptly, they ensure that each customer feels valued and heard. Their ability to engage authentically leads to improved customer retention and satisfaction, making a noticeable difference in the brand's overall reputation.

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What skills are essential for a Customer Relations Representative II at Raising Cane’s?

Essential skills for a Customer Relations Representative II at Raising Cane’s include exceptional verbal and written communication, strong organizational skills, and the ability to manage multiple priorities effectively. Candidates should also possess empathy, patience for customer interactions, and confidence in handling escalations. A self-driven approach and flexibility are vital for success in this dynamic environment.

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What is the work schedule like for a Customer Relations Representative II at Raising Cane’s?

The work schedule for a Customer Relations Representative II at Raising Cane’s is full-time and includes varied shifts during both days and evenings, including weekends. This flexibility helps accommodate the dynamic nature of customer inquiries and ensures that customers can receive support when they need it most.

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Common Interview Questions for Customer Relations Representative II
Can you describe your experience in customer service and how it relates to the role of a Customer Relations Representative II?

In your response, highlight specific experiences where you managed customer inquiries or complaints, emphasizing your ability to empathize and resolve issues effectively. Draw connections to how those experiences have prepared you for the responsibilities of a Customer Relations Representative II, showcasing your commitment to customer satisfaction.

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How do you handle difficult customer interactions and escalations?

When answering, share a specific situation wherein you successfully managed a challenging customer interaction. Discuss the steps you took to ensure the customer's concerns were addressed and resolved. Illustrate your conflict resolution techniques and underline your empathy and understanding, which are critical for this role.

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What strategies do you use to manage multiple customer inquiries at once?

Talk about your organizational skills and time management strategies. You might explore tools or techniques you use to prioritize inquiries, ensuring that each customer receives prompt attention while maintaining accuracy in your responses. This illustrates your ability to handle the fast-paced environment typical of a Customer Relations Representative II.

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Why do you want to work for Raising Cane’s as a Customer Relations Representative II?

Express your enthusiasm for Raising Cane’s brand and their commitment to quality customer service. You can mention specific reasons, such as the company culture, the focus on community, and the opportunity to contribute positively to customer experiences, reinforcing your alignment with their values.

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How do you ensure effective communication across different channels (phone, email, social media)?

Outline your communication skills, focusing on adaptability to different channels. Discuss your methods for maintaining a consistent and professional tone, and how you tailor your communication style to each medium while remaining focused on customer needs.

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Share an example of how you went above and beyond for a customer in your previous role.

In your reply, provide a specific incident where you exceeded a customer's expectations. Detail what actions you took, how your initiative positively impacted the customer’s experience, and how it reflects your dedication to serving others—an essential trait for the Customer Relations Representative II position.

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What do you believe is the most important quality for a Customer Relations Representative II at Raising Cane’s?

Focus on qualities such as empathy, patience, and strong communication skills. Express why you believe these characteristics are crucial in providing excellent customer service and how they influence the overall customer experience.

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How do you stay updated on product knowledge and company practices to effectively assist customers?

Discuss your methods for continuous learning, whether through training sessions, company communications, or other resources. Emphasize the importance of staying informed to provide accurate information and improve customer interactions.

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How would you approach training a new representative on your team?

Highlight your approach to mentorship and training, including your emphasis on hands-on support, feedback, and creating a welcoming environment. Sharing specific techniques, such as roleplays or regular check-ins, can showcase your commitment to fostering new talent.

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What techniques do you use to analyze customer feedback for insights?

Explore methodologies you adopt to interpret feedback, such as identifying trends, categorizing responses, and recommending actionable insights to improve services. Highlight the importance of this analysis in enhancing overall customer satisfaction, a key component of the Customer Relations Representative II role.

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The VisionTo grow restaurants, serving our Customers, all over the world and be the brand for craveable chicken finger meals, a great Crew, cool Culture, and Active Community Involvement.

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DATE POSTED
March 12, 2025

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