Fan Relations Specialist

  • Full-time
  • Job Duration: Regular

Company Description

Since 1940, Dairy Queen® has been one of the world’s best known and loved brands. Based in Minneapolis, MN, International Dairy Queen Inc., (IDQ), is the parent company of American Dairy Queen Corporation. As a leading franchisor, there are more than 7,000 independently owned and operated restaurants in the U.S., Canada and more than 20 countries around the world. IDQ is a subsidiary of Berkshire Hathaway Inc. (Berkshire) which is led by Warren Buffett, the legendary investor and CEO of Berkshire.

Here at IDQ, we create extraordinary Fan experiences every day and we do this through our commitment to hiring and retaining only the best in class talent. We firmly believe that our employees are the catalyst to the success of the company where their initiative, strategic thinking, and entrepreneurial spirit are recognized and rewarded. We're looking for motivated, passionate and dedicated individuals with an inherent need and ambition to go after bigger challenges.

Job Description

Responsible for effective resolution of customer inquiries, comments and complaints received by phone, via e-mail or in writing. Assist the Manager and Senior Fan Relations Manager to maintain and refine the Fan Relations program and procedures to ensure prompt, effective handling of external Fan complaints and inquiries for International Dairy Queen, Inc. This role is located in Bloomington, MN in a hybrid environment in which you will be in the office 2 days at our corporate headquarters. 

Principal Accountabilities 

Responding to/managing customer contacts:

  • Participates in weekend rotation. One weekend every three weeks.
  • Responds accurately, promptly, and within 24-business hours to all internal customer contacts, including those from team members, corporate staff, independent franchise operators and territory operators. 
  • Ensures that customers are responded to within 72-business hours at minimum, and assists with driving toward the departmental goal of 24-business hours.
  • Effectively communicates with consumers by phone, letter and e-mail with accurate, prompt and effective replies to customer letters, e-mail, and phone calls.
  • Processes contacts according to plan set by fan relations team; assisting and supporting other members of the team with processing as appropriate.
  • Responds to and resolves all contacts for assigned regions, supporting and assisting other members of the Fan Relations team as appropriate.
  • Provides support to and coaching to business consultants regarding Fan Relations communications.
  • Makes decisions on appropriate reimbursement, documents and monitors gift certificate and gift card use and distribution (within empowered amount), on a case-by-case basis.
  • Assists with social media processing and alerts and responses as needed during shift and on weekends.

Additional responsibilities:

  • Processes incoming OneTrust privacy contacts; reporting any anomalies.
  • Assists with ordering of Gift Cards and reporting as directed.
  • Assists Fan Relations Manager with collecting, tabulating and assembling monthly reports as directed.
  • Screens Fan contacts for potential product defects and reports production related problems to the product quality team.
  • Screens Fan contacts for potential fraudulent complaints, work with Fan Relations Manager on tracking, documenting and processing fraudulent complaints.
  • Assists in execution of special projects such as toll-free number promotions, Web feedback, and other projects as assigned.
  • Assists with response paragraphs/letters and updates Knowledge Base as needed.

 

Qualifications

Qualifications / Education:

  • High School Diploma or GED equivalent required.
  • B.A. or B.S. Degree in Business, Communications, Customer Service or related field preferred.
  • Minimum of two years experience in a customer service related position; call center or Quick Service (QSR) industry preferred.
  • Experience working in any capacity in the Quick Service Restaurant industry, a plus.
  • Excellent written and verbal communication skills required, including presentational skills.
  • Able to exercise tact, patience and professionalism at all times in responding to consumers, regardless of issue or consumer's demeanor. 
  • Interpersonal skills to interact, influence and persuade required.  
  • Intermediate computer skills (Microsoft Word and Excel)
  • Intermediate social media skills (blogs, Facebook, Twitter, etc.)
  • Strong ability to multi-task and prioritize multiple projects and requests simultaneously.
  • Well organized with a high attention to detail and accuracy.
  • Strong analytical skills.
  • Excellent data entry skills.
  • Ability to work quickly in a fast-paced environment with frequent interruptions.
  • Ability to collaborate in a team environment.
  • Ability to coordinate with other departments Operations, Brand Marketing, Legal to complete projects on time.
  • Basic accounting/math skills required.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Benefits

Our benefit package supports the well-being of our employees and their families.  Our comprehensive benefit package includes, medical, dental, 401K match, paid time off (including volunteer time as well as parental leave) and so much more!  To learn more about our great benefit offerings, click here.

Work Environment

Most positions located out of our global headquarters in Bloomington, MN will work a hybrid work schedule where you will work 2 collaboration days a week.  Additional in office time may be required to support team/project needs.  Positions will be identified as “remote eligible” when consideration will be given to candidates outside of drivable distance to our Bloomington office.

Our Commitment to Diversity, Equity and Inclusion

We are committed to creating a culture of diversity, equity and inclusion for all who touch DQ.  We believe in and commit to fostering a community where employees bring their authentic selves to work; where we recruit, engage and retain employees, franchise owners and suppliers with diverse background and identities; and where everyone feels welcome engaging with our DQ brand.

 

IDQ is an Equal Opportunity Employer that values the strength diversity brings to the workplace. IDQ participates in the US E-Verify program.  You must be work authorized in the United States without the need for employer sponsorship.

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