Full-Time

Supervisor

Member Services

Confirmed live in the last 24 hours

Rewards Network

Rewards Network

501-1,000 employees

Promotes restaurants through loyalty programs

Food & Agriculture
Data & Analytics

Senior

Chicago, IL, USA

Hybrid working space in downtown Chicago.

Category
Customer Success Management
Sales & Account Management
Required Skills
Customer Service
Requirements
  • High School Diploma or equivalency and or preferred Associate’s or Bachelor’s degree in business, finance, or related field
  • 5+ years in customer or client service, or in a call center environment
  • 1+ year in a customer service supervisory or other management role
  • Experience in financial services, banking, credit card industry, or financial technology preferred
  • Demonstrated leadership skills, including effectively coaching, leading resolution of escalated issues, training, or other support
  • Demonstrated understanding of industry best practices and call center KPIs
  • Excellent written/verbal communication, in-person and virtually
  • Ability to work in a fast-paced environment with regularly changing priorities and rapid growth
  • Proven success building strong internal and/or external relationships, service-oriented approach
  • Demonstrated ability to handle complex and/or escalated account/customer issues or other service challenges
  • Strong problem-solving and conflict resolution skills
  • Ability to drive team culture and employee engagement
  • Attention to detail and excellent organization skills
  • Proficiency in CRM software and MS Office Suite
Responsibilities
  • Drive team performance and success to KPIs.
  • Manage daily schedule and capacity planning to ensure consistent coverage.
  • Discover training needs and curate new-hire, continuous learning, and cross-training programs.
  • Evaluate and manage escalated customer complaints.
  • Serve as subject matter expert on various loyalty rewards programs and bonuses within Rewards Network and other partner brands.
  • Monitor QA and CSAT, provide coaching, and implement changes/improvements, as needed.
  • Provide feedback, coaching, and mentorship to direct reports.
  • Collaborate with various leaders and departments, including but not limited to: Product, Marketing, Processing, Legal, Client Services, and Support Center to resolve outstanding issues regarding members.
  • Champion organizational and procedural changes as business objectives evolve.
  • Evaluate, troubleshoot, and advise on technical solutions and process improvements; manage or support automation projects.
  • Help manage tech vendor relationships and maintain feedback loop with their support representatives.
  • Participate in leadership training and ongoing development.
  • All other duties as assigned.

Rewards Network helps restaurants attract full-price customers through partnerships with major loyalty programs, allowing diners to earn rewards for dining at participating locations. The company operates on a pay-for-performance model, meaning restaurants only pay based on the sales generated from these diners. With over 35 years of experience and nearly 100,000 restaurant partnerships, Rewards Network provides valuable data insights and flexible funding options to support restaurant growth. Their goal is to increase restaurant sales and customer visits while enhancing their reputation through verified customer reviews.

Company Stage

Acquired

Total Funding

N/A

Headquarters

Los Angeles, California

Founded

1984

Simplify Jobs

Simplify's Take

What believers are saying

  • Rewards Network's long-standing presence and partnerships with nearly 100,000 restaurants offer significant networking and growth opportunities.
  • Investments in technology and data analytics enhance the company's agility and ability to respond to market changes, benefiting employees and clients alike.
  • Flexible funding options provided by Rewards Network can help restaurants expand and improve their operations, leading to potential career growth for employees.

What critics are saying

  • The restaurant industry is highly volatile, and economic downturns can significantly impact Rewards Network's business model.
  • Dependence on loyalty programs means that any changes or disruptions in these partnerships could affect revenue streams.

What makes Rewards Network unique

  • Rewards Network's unique pay-for-performance model ensures restaurants only pay for actual sales generated, unlike traditional advertising models.
  • The company's extensive partnerships with major loyalty programs attract full-price guests, setting it apart from competitors who rely on discounts.
  • Rewards Network's emphasis on data-driven insights and live sales reports provides restaurants with actionable intelligence to optimize their operations.

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