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.

Location (City)

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary .

Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Taco Bells Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender Gender Gender

Please identify your race Please identify your race Please identify your race

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.

As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA.

Classification of protected categories is as follows :

A "disabled veteran" is one of the following : a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs;

or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.

S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status Veteran Status Veteran Status

Form CC-305

OMB Control Number 1250-0005

Expires 05 / 31 / 2023

Voluntary Self-Identification of Disability

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities.

We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities.

To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions.

Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past.

For more information about this form or the equal empl