Fan Relations Specialist

Responsible for effectively resolving 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 hybrid position requires one day a week or two at minimum in the office.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 weekendsAdditional 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.