Based at our Greenwood Village Home Office, you will be responsible for providing customer service and program related assistance for the Red Robin gift card program. This position will ensure that customers receive the best service possible through processing orders, preparing general correspondence and coordinating with other functions as required. This individual must be an excellent communicator, possessing strong writing, telephone and problem-solving skills.

Duties include:

Order fulfillment and Payment Processing

• Desk sales, Scrip orders and B2B customers
• Holiday orders
• Departmental Giving Card
• Oversee and track billing and payments for gift card orders
• Efficiently monitor activation of gift cards to meet order deadlines

Customer Service

• Field and respond to customers’ questions and feedback received via phone, e-mail and mail in a timely manner
• Utilize problem-solving and communication skills to identify the best resolution to customer service issues
• Work with all Departments, in addition to the Restaurants, General Managers and Regional Director’s, to resolve customer services issues
• Ability to track customer issues and identify possible trends
• Handle all gift card related inquiries from Guest Relations
• Customer service for the 800 number
• Customer service for the Third Party Alliance Partners – Blackhawk, InComm & Hallmark

Cash Management

• Process all credit card refund requests as they are received from the restaurants
• Review credit card chargebacks and process any recoveries of unused gift cards
• Proactively review gift card transactions and freeze out of policy transactions to limit fraud loss

 Accounting and Reporting Functions

• Prepare journal entries as assigned
• Periodic and quarterly reporting – provide reports and analytics assistance to the Manager, Brand Accounting

Qualifications: 

• Bachelor’s degree preferred;  communications, business accounting  or related focus  
• 2 years customer service experience
• 3-5 years general accounting experience
• Must demonstrate analytical skills.
• Importance of being exact or accurate
• Ability to meet deadlines
• Must be able to perform well in fast paced, changing environment.
• Demonstrated proficiency in Microsoft Word, Excel, Outlook and PowerPoint
• Excellent communicator with strong writing and telephone skills
• Possess the ability and personality to pleasantly handle customer service issues
• Team Player

Red Robin is an Equal Opportunity & E-Verify Employer