Financial Support Agent, Support

Overview:

Support Now is an essential sub-department of Field Operations. The Chick-fil-A HELP Program provides support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities. We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow.

The Financial Support Agent, Support Now – Restaurant Support provides front-line Payroll and Treasury support to Chick-fil-A Restaurants; Agents look for ways to serve, get answers, and solve problems in a timely manner for our Operators, Team Members and each other.

If you are passionate about joining a championship team that focuses efforts on making it easy with care, Support Now is the place for you.

Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

Responsibilities:

Answer questions and solve technical issues related to payroll processing, cash management, and various HR tasks

Diagnose and troubleshoot system issues which can impact Operators’ ability to submit payroll and pay their employees

Provide an effortless customer experience to make it easy for Restaurants to get answers and solve problems

Utilize ticketing system to communicate and thoroughly document issues and opportunities

Support both inbound phone calls as well as cases submitted via the online portal

Manage case queue daily to make sure all cases are updated, communicated, and resolved effectively

Attend regular team meetings with business partners to discuss trends and opportunities

Keep informed of new software releases and other changes to best support Restaurants

Utilizing KCS methodology, contribute to the knowledge base by flagging, editing and creating articles

Follow all Standard Operating Procedures

Advocate for the restaurant and own issues until completion

Attend and pass all required training to adequately support the platforms and restaurants

Support departmental goals such as Quality, Customer Satisfaction and other key metrics

Adhere to published schedule and maintain excellent attendance

Minimum Qualifications:

0-2+ years of work experience

Working knowledge of Microsoft Office

Ability to work independently with minimal supervision

Must be able to type at least 40 wpm

Preferred Qualifications:

Bachelor's degree in Finance, Business or related field

0-2+ years Help Desk/Call Center experience

Customer service experience

Hospitality and/or Chick-fil-A restaurant experience, a plus

Minimum Years of Experience:

0

Travel Requirements:

10%

Required Level of Education:

High School

Preferred Level of Education:

Bachelor's Degree

Permanent