Customer Experience Representative

Our restaurants are only the tip of the flame! If you’re looking for a fast-paced, innovative and welcoming workplace then a career with our Familia is right for you.

What’s in it for you!

• Hybrid work schedule

• Competitive pay and bonus

• Medical + Dental + Vision Insurance

• 401(K) Plan with match and immediate vesting
• Flexible Spending Accounts

• Vacation + Sick Pay + 12 Paid Holidays
• Amazing office culture

• Free El Pollo Loco food (Dine Out Card) + Restaurant Discount
• Discounts on theme parks, movie tickets, sports events, hotels and more…

POSITION PURPOSE:

As a Customer Experience Representative, you’ll be the dedicated voice of our brand, promptly and professionally addressing customer questions and resolving issues to boost satisfaction and loyalty. You’ll gather, organize, and validate data from our CX platform to spot trends, fuel continuous improvement, and occasionally dive into Excel to analyze customer metrics and create reports. You’ll deliver consistent, high-quality responses by following our processes and tapping into our knowledge base. You’ll partner with marketing, product, quality assurance, and other departments to protect and strengthen our brand reputation.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Champion El Pollo Loco’s CARE model by transforming customer challenges into loyalty-building moments, even when the pace picks up and tasks repeat.
• Own customer interactions across email, phone, web, and mail channels, responding quickly and professionally to ensure every experience feels personalized.
• Identify, document, and analyze recurring issues, collaborating with the Customer Experience Manager to design both immediate fixes and long-term solutions that elevate our service.
• Dive into data on food quality, service-related issues, and location-specific feedback, turning insights into actionable recommendations for process improvements.
• Partner with the Customer Experience Manager, Regional Directors, Area Leaders, Operations, Risk Management, and QA to gather critical information and tackle complex customer-related challenges head-on.
• Share customer insights with Operations Leaders to drive timely resolutions and uphold our brand standards.
• Manage key administrative workflow such as data entry, complaint tracking, mailings, and follow-ups, with precision and efficiency to keep our customer experience running smoothly.
• Use Excel tools such as pivot tables, VLOOKUP, and XLOOKUP as needed to transform customer metrics into compelling reports and insights that drive the brand forward.

QUALIFICATIONS – EDUCATION, EXPERIENCE, LICENSE/CERTIFICATIONS:

To perform this job successfully, an individual must be able to satisfactorily perform the essential functions of the job . Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of the job . The requirements listed below are representative of the education and/or experience required .

Education/Work Experience:

• Minimum of a High School Diploma and 1–3 years of relevant work experience; college degree in Communications, Business, or related field preferred (or equivalent professional experience in a call center or hospitality environment).

Knowledge, Skills, and Abilities:

• Confidence in the execution of strategic initiatives.
• Ability to effectively communicate with internal and external business partners; patient and resilient when dealing with customers.
• Must be decisive and able to make fact-based decisions.
• Strong analytical and problem-solving mindset and skills; meticulous attention to detail.
• Ability to prioritize and plan work assignments and work under the pressure of frequent and tight deadlines.
• Ability to read, write, and interpret complex reports, documents, and correspondence .
• Adept at managing and prioritizing competing time-sensitive requests while working well in a team atmosphere that may be under pressure.
• Ability to exercise independent judgment on matters of significance to the company.
• Ability to work flexible or rotational schedules (e.g., 8:00 AM–5:00 PM or 10:00 AM–7:00 PM) and on-site at the Support Center as needed.
• Ability to work at the Support Center consistent with the hybrid work policy.

Our Company

In 1980 the first American El Pollo Loco opened on Alvarado Street in Los Angeles, quickly becoming a destination for the best citrus-marinated, fire-grilled pollo in town. Over the past four decades, El Pollo Loco has grown into more than 490 restaurants across 7 states, becoming an L.A. mainstay and cultural benchmark along the way. And today, we continue to work just as hard to always provide customers with fresh and innovative L.A. Mex from our famous family dinners to Mexican entrees.

The pay range identified is the hourly or salary rate El Pollo Loco expects to pay for the posted position. This range does not include any benefits or bonus opportunities that might be available for the position based on position and eligibility criteria. Individual pay will vary based on a variety of factors including years of experience, industry experience, education, geography, etc.

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