Description

Imo’s Franchising, Inc.

POSITION: Customer Relations Specialist

REPORTS TO: Director of Franchise Operations

POSITION SUMMARY:

The Customer Relations Specialist (CRS) role oversees and executes the duties and responsibilities for Imo’s Franchising, Inc. and the Franchise restaurants by executing objectives outlined by the Director of Franchise Operations in accordance with the overall strategic plan. The CRS collaborates with franchisees in all areas of store operations relating to Customer relations and the overall Customer journey in an Imo’s Pizza parlor. The CRS partners with franchisees to analyze store performance, identify opportunities for growth and increase efficiencies through reporting and data. The CRS works with franchisees to develop goals and strategies, and adapts strategies as necessary in partnership with the Director of Franchise Operations. Through regular review of Customer relations information and frequent communication, the CRS develops and maintains a comprehensive, holistic understanding of internal and external factors needed to deliver successful Customer experiences.

ESSENTIAL JOB FUNCTIONS:

• Manages the Customer experience flow from initial contact through resolution
• Delivers desired results as outlined by the Customer Recovery Program (see presentation)
• Collects, reviews and distributes essential data relating to the Customer experience for Imo’s Franchising, Inc.
• Works as a Team Player with Franchise Community
• Seeks out feedback from internal leadership and franchisees to develop systems and understands what to document and how to organize and store the information
• Ability to create and fully own projects that move the brand forward in the area of Customer experience
• Meets regularly with Director of Franchise Operations to learn what KPIs are needed for measurement and executes the Customer Relations process and procedures to ensure Customer feedback is addresses and resolved
• Able to create, execute and deliver results through consistent and frequent written communication
• Seeks guidance from peers and leaders when faced with situations that haven’t been previously experienced and then organizes the results to streamline the process moving forward
• Proactively communicates to Director of Franchise Operations their workload, objectives and results (Daily, Weekly, Monthly) to ensure they are in line with company priorities
• Shares best practices, uses tools and creates new ideas
• Role models recognition and motivation through words and actions
• Creates transparent communications regarding Customer relations management
• Is ALWAYS a positive ambassador for Imo’s Franchising, Inc. in all aspects of their position

Successful Customer Relations Specialist includes but not limited to:

• Removes obstacles that hinder improvement in operational excellence, financial results and overall relationship building
• Creates “Hope” through building relationship that include accountability, challenge, compassion, understanding, flexibility and tangible results
• Always working on Company Priorities
• Maintains and delivers a positive attitude and approach in all they do
• Never assumes
• Communicates proactively, effectively and concisely
• Attacks issues from a “Solutions” based focus
• Takes ownership in the absence of Leadership
• Is organized
• Relentless in their follow up
• Identifies and eliminates “Root” causes
• Delivers desired results regularly and on time

Unsuccessful Customer Relations Specialist includes but not limited to:

• Assumes
• Has poor communication
• Doesn’t offer solutions
• Never asks for feedback
• Uses too many words
• Leaves their “Role”
• Doesn’t take responsibility/Ownership
• Does not deliver tangible results
• Over promises and under delivers
• Is disorganized
• Is lazy
• Not direct or honest in their communication
• Chases symptoms
• Gossips/Creates or condones Drama
• Fails to consistently follow up

Qualifications

QUALIFICATIONS:

• Must maintain current knowledge of applicable state and federal workplace health and safety regulations
• Must be able to facilitate to Franchisees and their teams a complete understanding of Customer relations information and procedures
• Must be proficient in Microsoft Word and Microsoft Excel
• Maintains a servant attitude. Operates as a business advisor. Must be willing to help Franchisees grow through discussing weaknesses, threats, and opportunities within their organization.
• Must be proficient in public speaking and presentations

• Must have the following competencies:
  • Interpersonal skills to build and maintain strong relationships
  • Business acumen with analytical skills to promote active ongoing improvement relating to Imos Franchising, Inc.s Customer experience