Fan Relations Specialist

Overview

Since 1940, Dairy Queen® has been one of the world’s best known and loved brands. Based in Minneapolis, MN, International Dairy Queen Inc. (IDQ) is the parent company of American Dairy Queen Corporation. As a leading franchisor, there are more than 7,000 independently owned and operated restaurants in the U.S., Canada and more than 20 countries. IDQ is a subsidiary of Berkshire Hathaway Inc.

(Berkshire) which is led by Warren Buffett, the CEO of Berkshire. Here at IDQ, we create extraordinary Fan experiences through our commitment to hiring and retaining top talent. We believe our employees are the catalyst to the company’s success, where initiative, strategic thinking, and entrepreneurial spirit are recognized and rewarded. We’re looking for motivated, passionate and dedicated individuals with an inherent drive to take on bigger challenges.

Job Overview:
Responsible for effective resolution of escalated customer inquiries and written correspondence. Assist the Manager and Senior Fan Relations Manager to maintain and refine the Fan Relations program and procedures to ensure prompt, effective handling of external complaints and inquiries for International Dairy Queen, Inc.

• Participates in weekend rotation. One weekend every three weeks.
• Responds accurately, promptly, and within 24-business hours to all internal customer inquiries, including those from team members, corporate staff, independent franchise operators and territory operators.
• Ensures that customers are responded to within 72-business hours at minimum and assists with driving toward the departmental goal of 24-business hours.
• Effectively communicates with customers by phone and written correspondence with accurate, prompt and effective replies.
• Processes contacts inquiries according to expectations set by Fan Relations.
• Responds to and resolves all contacts inquiries for assigned regions, supporting and assisting other members of the Fan Relations Team as appropriate.
• Coaches contact center with processing as appropriate.
• Provides support to and coaching to business consultants regarding Fan Relations communications.
• Assists with password reset requests for fan contacts database
• Makes decisions on appropriate reimbursement (within empowered amount), on a case-by-case basis.
• Processes incoming and outgoing mail on a weekly basis
• Submits requests for gift card orders as needed, to support fan inquiries.
• Assists with social media escalations and processing.
• Create or update procedure documentation and template responses; craft supporting materials for digital promotions, campaigns, and sweepstakes, including key information, processing direction, and template responses.
• Update existing template responses as needed, based on new learnings.
• Craft training materials for new platforms and resources used for responding to fan inquiries.
• Communicate new materials and updates to contact center team.
• Timely processing of incoming privacy requests to ensure compliance.
• Report any anomalies to Sr Fan Relations Social and Documentation Specialist.

• High School Diploma or GED equivalent required.
• Minimum of one year experience in a customer service-related position; call center or Quick Service (QSR) industry preferred.
• Experience working in any capacity in the Quick Service Restaurant industry, a plus.
• Excellent written and verbal communication skills required.
• Able to exercise tact, patience and professionalism at all times in responding to customers.
• Interpersonal skills to interact, influence and persuade required.
• Intermediate computer skills (Microsoft Word and Excel).
• Intermediate social media skills (blogs, Facebook, Twitter, etc.).
• Strong ability to multi-task and prioritize multiple projects and requests simultaneously.
• Well organized with a high attention to detail and accuracy.
• Strong analytical skills and excellent data entry skills.
• Ability to work quickly in a fast-paced environment with frequent interruptions.
• Ability to collaborate in a team environment and coordinate with other departments to complete projects on time.
• Basic accounting/math skills required.

The US national hourly range for this non-exempt position is…