Digital Customer Care Analyst

**Digital Customer Care Analyst**

at Taco Bell Irvine **About the Job:**

Customer service at Taco Bell goes far beyond the norm. Our Customer Care team possess undeniable charisma. They are the kind of people who make friends wherever they go and can relate to anyone about anything. Thanks to our friendly, genuine and just-plain-helpful Customer Champions, a tweet or post to Taco Bell feels like a chat with an old friend.

This role will **oversee our omnichannel Customer Care across all Digital and eComm platforms such as the Mobile App & Loyalty, Delivery, Dotcom and Kiosk**. The Digital Customer Care Analyst will be responsible for leading, identifying, recommending and implementing new tools & processes to elevate our service across each of these channels.

This Digital Customer Care Analyst understands our customers, has intense passion for making people happy and finds excitement in resolving conflicts. They possess creative and unconventional thinking, are innovative and love working in a fast-paced environment.

**The Day-to-Day:**

**Lead Digital Omnichannel Customer Care**

* Build and execute digital customer care & recovery strategies

* Serve as Customer Care POC and manage day-to-day initiatives

* Partner with Digital teams on the development and implementation of customer care related tools/programs for all digital channels

* Lead technology integrations with Digital channels to enhance and streamline the customer care experience for our teams and customers

* Work with Operations on developing strategies and defining processes for program success

* Identify and recommend breakthrough opportunities and program enhancements to drive business goals & objectives

* Vendor relationship management (Salesforce)

* Strive to meet Taco Bell team-wide performance goals and hold overall care team accountable to established metrics & KPIs

**Lead restaurant recovery program design and execution**

* Own the design and execution of the MakeUp program

* Lead evolution of program from paper to digital to support Omnichannel

* Partner with Training to incorporate customer care related content into Team Member Experience training

**Additional Responsibilities:**

+ Coach and develop team (2 directs - (1)NE3 and (1)L4)

+ Partner with Ops, Field and cross-functional partners on the OneLine

+ Manage the One Trust Privacy program (customer deletion request)

+ Manage TBCustomerCare email inbox (Taco Shop, Taco Gifter, Gift Card Help, etc.)

* 3-5 years relevant experience

* BA/BS degree or equivalent practical experience

* Superb interpersonal and communication skills, with ability to partner well with other team members and interface effectively with all levels of management

* Working knowledge of Salesforce preferred

* Ability to work with 3rdparty vendors and lead a vendor relationship

* Strong organizational skills, with proven ability to multi-task and prioritize time in a fast-paced, deadline driven environment. Self-motivated individual that adapts readily to change

* Resourceful nature, with strong problem-solving and customer-service orientation

We truly believe that where you work matters, and we know a thing or two about what makes employees happy. Join us on our mission of feeding peoples lives with ms

**Work-Hard, Play-Hard:**

* Year-round Flex day Fridays

* Free snacks, drinks and bagel & donut Fridays

* Onsite childcare through Bright Horizons

* Onsite dining center and game room (yes, there is a Taco Bell inside the building)

* Onsite dry cleaning, laundry services, carwash, Booster gas delivery

* Onsite gym with fitness classes

* 4 weeks of vacation per year plus holidays and time off for volunteering

* Tuition reimbursement and education benefits

* Discounts for lifes adventures (ex: theme parks, wireless plans, etc.)

* Generous parental leave for all new parents and adoption assistance program

* Opportunity to taste test new products

* 401(k) with a 6% matching contribution from Yum Brands with immediate vesting

* Comprehensive medical and dental including prescription drug benefits and 100% preventive care

* Healthcare and dependent care flexible spending accounts

* Opportunities to support the Taco Bell Foundations educational initiatives and programs.

* Recognition based culture and unique, fun events year round (recess at work, Halloween Spooktacular, employee art show benefiting Taco Bell Foundation, etc.)

****Please note that some perks/amenities may not be available and/or may be modified at the Companys sole discretion during the COVID-19 temporary work-from-home period.***

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