[Hiring] Customer Experience Associate @The Wendy's Company

Role Description

We are looking for a Bilingual Spanish & English Customer Experience Associate. This role serves as a critical initial connection point between our brand and our existing and potential customers. The Bilingual Customer Experience Associate’s primary responsibility is to document and address customer inquiries and concerns, resolve complaints and ensure overall customer satisfaction. This role requires high emotional intelligence, brand advocacy, sound judgement, and real-time responsiveness across a variety of communication platforms, including social media and traditional Customer Care channels. Additionally, they may be involved in upselling or cross-selling products, providing technical support, and escalating concerns and complex issues.

Responsibilities

• Resolve incoming customer contacts across channels (email, social media, etc.) related to product, service, digital/mobile app, restaurant experience, and general brand sentiment.
• Manage high-priority case queues, including escalations from our third-party partners, delivery providers, senior leadership, DRSC and field-based employees, and business partners.
• Escalate complex or location-specific issues to the appropriate restaurant operators and/or internal stakeholders.
• Document case details, solutions provided, and customer communications with accuracy and clarity.
• Act as the brand voice across public and private social media interactions, adhering to brand voice and communication guidelines.
• Monitor social media channels for potential brand risk and escalate potential brand-damaging content or situations to internal leadership.
• Conduct investigative social media reviews to identify root cause of issues, including identification of customer/restaurant/employee/post origin, and tracking sentiment.

Qualifications

• Bilingual in Spanish and English
• Education: High School Diploma or equivalent experience
• 3+ years in customer service, social media support, or community management. Bonus if have experience in Sprinklr.
• Strong written and verbal communication skills with the ability to represent a brand voice across platforms
• Empathy, patience, and the ability to handle stressful situations calmly
• Positive attitude, willingness to learn and ability to work independently and as part of a team
• Technical skills and experience using CRM tools and social media listening platforms
• Strong problem solving skills and demonstrated ability to manage escalation and prioritize high-impact issues in a fast-paced environment
• Knowledge of digital apps and delivery platforms

Requirements

• Expected Work Location (Remote): It is expected that you will primarily perform work remotely. You may be asked to travel, as needed, to the Wendy's Restaurant Support Center (RSC) (1 Dave Thomas Blvd, Dublin, OH 43017), or to other location(s) as designated by the Company. Changes to work location arrangements are subject to managerial approval and business needs.

Benefits

• The base pay range for this position is USD $20.00/Hr. to USD $30.00/Hr.
• The target annual bonus for this role is 7.5% of annualized base salary, based on actual company and personal performance.
• Eligible for a wide array of benefits, including parental leave, free EAP sessions, company 401k match, and other great offerings.
• For more details about our benefits, please visit our benefits website, www.wendysbenefits.com.