Coordinator, Sr Specialist, Guest Care - Gift Card

At Panera, our goal is to be the most guest responsive company in our industry. This strategy is our way of putting the guest at the center of everything we do. If you are passionate about customer service and making the guest experience the best it can be, then we want you on our team.

Duties & Responsibilities

• Assist guests in navigating gift card issues including but not limited to; balance checks, errors at point of payment, updating old to new gift cards, assistance with fraud, not receiving a purchased gift card, valuing and devaluing gift cards, providing gift card appeasement to guests through both batch and individual transactions.
• Handle and resolve customer issues regarding products, services or other problems experienced
• Manage specialized administration, communicate and coordinate with internal departments
• When needed, answer incoming calls or emails from Panera customers professionally and respond to customer inquiries and complaints
• Identify and escalate priority issues and report to the next level management
• Follow up complicated customer calls where required
• Research required information using available resources
• Obtain and evaluate all relevant data to handle complaints and inquiries
• Record details of comments, inquiries, complaints, and actions taken
• Complete call notes and call reports as necessary
• Learn functionality of both Refund and Supervisor processes and have the ability to assist these Teams during times of high volume by completing basic level escalation tasks to support their Teams.
• Provide actionable feedback and operational suggestions to Senior Leadership during monthly round table discussions.
• Provide feedback for specialist case work to increase their understanding of Guest Care operations.
• Collect and present refund data and agent coaching comments regularly and report on trends of concern and opportunity for improvement.
• Hold coaching and Q&A sessions with people managers to help improve agent performance related to their subject matter expertise.
• Assist Training and QA Teams in updating materials used to both teach agents best practice and grade performance.
• Maintain performance expectations in both productivity, quality and data integrity.
• Other duties as assigned

Qualifications (Education & Experience)

• High school diploma or GED
• This role is preferably based in Saint Louis, MO and will operate in a hybrid work‑from‑home model. Candidates in other locations may be considered based on experience.
• Minimum one year experience as a Panera Guest Care Coordinator preferred or Customer Care experience required
• Ability to provide exceptional customer service, problem-solve with confidence and show empathy to efficiently resolve Guest requests
• Ability to remain calm and focused in a busy, fast-paced environment
• Comfortable using multiple online tools simultaneously
• Comfortable working in an atmosphere that fosters innovation and the ability to adapt quickly to change
• Possess excellent written and verbal communication skills
• Ability to type 40+ words per minute without spelling or grammatical errors
• Ability to remain motivated and focused if working remote (Ethernet/wired internet connection required)

Working Conditions

• Required travel – N/A

Physical Requirements

• While performing this job, the incumbent is regularly required to stand, sit, talk, hear & use hands and fingers to operate keyboards

Direct Reports

• N/A

Competitive Pay: $48,563 - $58,275 annually