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eCommerce Support Specialist

Location: 

Tampa, FL, US, 33607

Position Summary:                                                                                                                                                          

Checkers & Rally’s is looking for an enthusiastic eCommerce Support Specialist to support the daily eCommerce operations of our restaurant teams and guests. If you are passionate about eCommerce, enjoy providing solutions for team member or guest related issues, and are focused on offering world class service, this could be a great opportunity for you!

 

In this role you will work directly with our restaurant team members, franchise owners and guests to ensure their programs are up and running and that they are satisfied with both the program and the service level that the eCommerce team is providing. You will be the day to day contact for our restaurant operators and franchise owners and will work closely with our external guest recovery team to address any guest concerns relating to the eCommerce programs. You will work hard to ensure that issues are addressed in a timely manner while aiding in implementing long term solutions in a fast-paced environment.

 

The eCommerce Support Specialist will have a direct impact on business growth and eCommerce customer retention by maintaining a high restaurant operator and customer feedback rating. The ideal candidate for this role has a passionate and empathetic personality with a knack for problem solving. They are comfortable working in a fast-paced environment and have excellent organizational and communication skills. Additionally, the eCommerce Support Specialist will work in partnership with the eCommerce Assistant Manager to manage the eCommerce rollout schedule, ensuring that locations are operationally ready and are launched on-time.

 

                                          

Position Accountabilities:                            

  • Ensure operational readiness of all restaurant locations launching on the eCommerce platform (Contract coordination, Checklist readiness, etc.)
  • Traffic manage all emails and inquiries from restaurant teams regarding technology or operational needs
  • Manage the issues log with IT, reporting any tickets that require IT assistance
  • The timely response and support of all restaurant, franchise and guest communications
  • The recovery of dissatisfied eCommerce guests

 

 

 

 

Performance & Success Measures

  • The on-time launch and operational readiness of planned launch locations
  • Time to respond to all communications
  • Franchise satisfaction rating

 

EMPLOYMENT STANDARDS

 

Education

  • Bachelor's’ degree is required.

 

Experience

  • 2-3 years of experience in guest relations or support
  • Strong presentation and communication skills, both verbal and written
  • Flexible, organized, and able to manage multiple projects simultaneously
  • Attention to detail and accuracy
  • Strong project management skills
  • Restaurant experience is a plus
  • Willingness to take initiative, pivot tasks based on the evolving needs of the team and quickly make informed decisions
  • Ability to adapt in a fast-paced environment, continuously re-assess priorities, think creatively and critically, and suggest ideas for continuous improvement

 

Essential Physical Requirements

  • Ability to travel up to 15% of the time
  • Ability to read, analyze and interpret written information such as procedure manuals, Company communications or governmental regulations.
  • Ability to Travel may be required to attend off-site training, meetings and seminars.
  • Ability to sit for prolonged periods in one location which may be restricted to the employee’s workstation.

 

 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

 


Nearest Major Market: Tampa

Job Segment: Project Manager, Technology