Catering & Guest Relations CSR II

About the role

Red Robin is hiring a Catering & Guest Relations CSR II, a senior-level contributor within its Guest Relations and Catering Operations teams. The role combines advanced case handling with strong organization and independent decision-making, acting as a role model for accuracy, calmness under pressure and a guest-first mindset. It is fully remote.

Key responsibilities

• Handle escalated guest and catering concerns, meeting service KPIs such as resolution time, CSAT and order accuracy
• Respond to inquiries by phone, email, letter, ServiceNow and social platforms within 24 hours for urgent cases and 48 hours for others
• Use Salesforce, Monkey Media, ezCater, OLO, Aloha Enterprise, CashStar and PBC to process updates, corrections and fulfillments
• Manage catering orders end-to-end, including confirmation, payment resolution, delivery coordination and quality monitoring
• Resolve guest cases from web, phone, BBB, letters and email, and improve templates, workflows and response processes
• Monitor dashboards and reports, and ensure escalations and social media cases are resolved within service timelines
• Support cross-functional projects such as template and IVR updates, and assist with guest experience and catering efficiency initiatives
• Mentor Specialists through coaching, shadowing and feedback, and uphold Red Robin's values

Required profile

• At least 2 years of experience in customer service, call center or catering operations; hospitality or restaurant experience preferred
• Bilingual skills are a plus
• Ability to stay calm and solution-focused under pressure, with strong attention to detail and confidentiality

Required skills

• Proficiency with Microsoft Office (Word, Excel, PowerPoint)
• Working knowledge of Salesforce, OLO, Monkey Media, Aloha and CashStar
• Strong written and verbal communication, problem-solving and multitasking abilities

The role has decision-making authority, including issuing electronic gift cards up to $100. Compensation range: $18.70 - $25.83.