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Job Summary

Company
Dunkin' Brands, Inc.
Location
Canton
Industries
Restaurant/Food Services
Job Type
Employee
Education Level
Bachelor's Degree
Career Level
Experienced (Non-Manager)
Job Reference Code
REF8004V8003P

Associate Technologist - Quality Resolution

About the Job

Dunkin’ Brands, Inc. is a premier quick service restaurant franchisor with a leading position in the coffee, bakery and ice cream segments of the QSR category. With more than 15,000 points of distribution in 44 countries, and approximately 150 years of combined history, our brands are two of the most loved around the world.

 

Dunkin’ Donuts – the largest coffee and baked goods restaurant in the world, with loyal customers in 30 countries.

 

Baskin-Robbins – the world's largest hard serve ice cream franchise. 

 

For more information, please visit www.dunkinbrands.com.



We are currently seeking an Associate Technologist to join the Dunkin' Brands Quality Assurance team!  The Associate Technologist – Quality Resolution provides technical and service support to Dunkin’ Brands franchisees, suppliers and quality assurance department through their knowledge and understanding of all Customer Relations roles combined with a high level of technical proficiency.  The Associate Technologist is responsible for representing the company in a professional manner to ensure franchisee/supplier satisfaction and maintain positive franchisee/supplier relationships.

This position is at Dunkin' Brands corporate office, in Canton, Massachusetts.



The primary contributions and accountabilities for this position include:

Contributions 

  • Provide primary support to franchisees for product quality related issues.  This can include performance and food safety concerns.
  • Manages relationship with external partner to improve helpline efficiencies and ensure accurate information is being captured.
  • Provides high level of personalized and professional service to franchisees and customers.
  • Enable quality assurance to seamlessly provide excellence in service by utilizing experience, expertise and flexibility to provide coverage in support of all customer relations team functionality as needed.
  • Possess knowledge of multiple technical applications, ability to troubleshoot, identify root cause issues and escalate to SME.
  • Ensure data integrity is maintained by accurately recording caller information in call tracking system.
  • Follow outlined processes to ensure we protect customer loyalty, brand equity, and minimize any liability to the company in our interaction with our franchisees and customers.
  • Serve as resource for other team members.

Accountabilities

  • Listen, question for understanding, troubleshoot and identify technical issues with company sponsored franchisee and customer applications to ensure they are functioning properly.  When issues arise escalate to the appropriate subject matter experts and participate in the problem solving to resolution process.
  • Utilize department informational resources relative to new and existing products and promotions to gain knowledge and confidence in providing accurate and timely responses to franchisees.
  • Support call center goals of service by utilizing experience, expertise and flexibility to step into any call center role at a moment’s notice.
  • Ensure data/report integrity by continuously developing skills and knowledge to respond, problem solve and effectively escalate information/issues throughout the organization.


The qualifications for this position include, but are not limited to the following:

·         Four year degree preferred

·         1-2 years of call center experience or equivalent, with an emphasis on food and beverage product quality.

·         Excellent trouble shooting & problem solving skills

·         Experience effectively collaborating with people to resolve issues

·         High level of technical skills and aptitude, proficiency in using multiple applications. Oracle knowledge desired.

·         Possess drive and advanced skills to develop expertise in all call center functionality and responsibilities

·         Ability to multi-task

·         Strong organizational skills

·         Exceptional written and verbal communication skills

·         Ability to accept and provide constructive feedback to continuously ensure improved quality performance 100%

·         Ability to work effectively as a team member

·         Ability to accommodate flexible schedule to cover extended hours of operation



·         Frequent and regular computer work

·         Ability to listen, talk, type simultaneously

·         Long-term sitting (85% of day)

·         Frequent and continuous use of hands free telephone (headset)

·         On phone with callers 70% of workday



To be considered for this position, please apply by clicking the link below. You can also view all jobs on our career site at https://careers.dunkinbrands.com .  

 

Dunkin’ Brands, Inc. is an Equal Opportunity/Affirmative Action Employer, and considers all applicants without regard to race, color, religion, creed, national origin, citizenship status, gender, disability, genetic information, sexual orientation or veteran status. 



To apply for the above position, please click on the following link :

https://careers.dunkinbrands.com/OA_HTML/OA.jsp?akRegionCode=IRC_VIS_VAC_DISPLAY_PAGE&akRegionApplicationId=800&OASF=IRC_VIS_VAC_DISPLAY&OAHP=IRC_EXT_SITE_VISITOR_APPL&p_svid=8004&p_spid=8003
 
 

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Dunkin' Brands, Inc.

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