Bloomin Brands Careers

Tampa, Florida, United States

Customer Relations Specialist

Posted 23 days ago

Job Description

The Customer Relations Specialist serves as the customer service voice of Bloomin Brands to humanize the brand and provide direct, two-way consumer engagement. This position will primarily handle daily customer service contacts for multiple brands through traditional and social channels: phone, mail, email, Facebook, Twitter, Instagram, Google My Business, Yelp, and more. Team member will also collect feedback from these channels to report to leadership and monitor for real-time trends. Provides insights and problem-solutions to external departments, including Operations, Marketing, Public Relations, and Employee Relations teams.

This role is a hybrid work schedule (mix of onsite and remote) and candidates must live within the immediate Tampa Bay area, in order to attend onsite work training events and meetings.


* Utilize customer service tools to interact with customers and provide individualized service according to need and customer sentiment

* Act as primary liaison between the customer and our restaurant managers

* Protect brand reputation by resolving customer complaints with compassion, reporting viral posts disparaging the brands to PR leads and reporting employee related issues to HR

* Collect, analyze, and present customer service data and insights to leadership

* Bring fresh ideas for improving customer engagement to strengthen customer loyalty

* Willingness to support social community management during "off-hours" and occasional weekends, on a rotational basis

Desired Skills and Experience


* 2 - 3 years experience in customer service with demonstrated proficiencies in advertising, public relations, marketing, retail, or related field, required

* Excellent written communication and typing skills; desire to present ideas and insights with confidence

* Proven ability to appropriately respond both individually and in a public online setting within brand voice guidelines

* Experience working with customer service systems and conducting professional communications with customers

* Proven understanding of how to use a variety of customer service and social media platforms (Zendesk, Sprout Social, Facebook, Twitter, Instagram, TikTok, YouTube, etc.)

* Ability to toggle seamlessly between multiple brand voices and a variety of strategies

* Strong proficiency with mobile applications

* Proven passion and ability to win customers loyalty

* Ability to work in a team setting, with initiative to manage tasks independently


* Bachelors degree strongly preferred, preferably in Journalism, Public Relations, or Marketing