Guest Care Representative Jobs

You’ll get a chance to:

• Train and develop training materials, contributes to the agent knowledge base, and creates scripts and curate assets for Guest responses.
• Prepare performance, productivity, and category/channel reports and provides basic analysis.
• Coach Operators and contact center team members on behaviors most likely to create loyal Guests.
• Contribute to online Guest self-service FAQs.
• Handle, and ensure proper handling of, Guest inquiries, complaints, compliments, suggestions, and general feedback.
• Administer Guest Care tools and phone system; oversees hardware upgrades and software/system updates.
• Contribute to special projects as requested.
• Serve as escalation point for the team to resolve complex, difficult, escalated, and crisis-level issues as well as issues that require research or collaboration with restaurant, cross-functional, and/or outsourced teams.
• Responsible for the day-to-day contact center handling of the Digital restaurant experience, Panda Rewards program, refunds processing, and CCPA requests to ensures adequate coverage for inbound volume, conducts quality assurance on contact handling, and monitors service level performance, productivity, and adherence to targets; adjusts shifts/priorities as needed.

How we reward you:

• Full medical, dental, and vision insurance *
• Income protection including Disability, Life and AD&D insurance*
• On-site fitness center, biometric screen, and flu shot clinic
• 401K with company match
• Discounts at Panda restaurants, theme parks, and gym memberships
• Continuous education assistance and scholarships*
• Paid time off starting at 15 days with 7 federal holidays*
• Hybrid Work schedule
• Bereavement leave*
• Yearly bonus opportunity*

• Benefits available for eligible permanent full time associates

• Minimum three years of customer service experience or equivalent, preferably in a retail/hospitality operations environment
• Bachelor’s degree in Business, Marketing, Communications or related field preferred
• Successful completion of annual store training
• If hired, must provide proof of full vaccination on start date, unless prohibited by federal, state, or local law. Full vaccination means two weeks or more have passed after receiving the second dose in a two-dose series, or more than two weeks after receiving a single-dose vaccine. Examples of proof of full vaccination include an original, photocopied, or digital completed vaccination card that includes name, type of vaccine provided, and date of last dose administered.
• Fluency in Spanish and/or Chinese desirable
• If hired, successful completion of annual store training

You’re wanted here
We value diversity in all forms and know the strength it brings. Workplace equality allows for creative ideas to blossom, diverse points of view to be heard, and improves overall happiness. We like the sound of that.

Panda Restaurant Group, Inc is an Equal Opportunity Employer. Regardless of your race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age, veteran status, you are welcome here.

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