Kura Sushi USA is a publicly traded U.S. company established in 2008 as a subsidiary of Kura Sushi, Inc. We are an innovative and tech interactive Japanese restaurant chain serving up the ultimate eater-tainment dining experience with a combination of premium ingredients, advanced technology, and affordable prices to create a one-of-a-kind revolving sushi dining experience.

Come join the Kura Krew!

We have and exciting opportunity for a Guest Relations Specialist to join our growing team. As the Guest Relations Specialist, you will be responsible to respond to guests’ complaints, requests, or concerns in a timely manner to ensure the success of business goals in revenues, profitability and guest satisfaction. The position focuses on providing guests with outstanding service through friendly, quick, efficient, accurate responses and is responsible for sharing guests’ feedback and inquiries with appropriate stores, departments, and managements timely to help improve our products and services. The position is also responsible for preparation of related data and analysis of guests’ feedback for stores to improve overall guest satisfactions.

This role is a hybrid role.  The selected candidate must be able to come to the office in Irvine, CA on in office days and as needed to carry out necessary functions of the role.

 ESSENTIAL DUTIES

• Responsible for responding to guest complaints and inquiries– written, phone calls, sent to the company’s Website, SNS, or forwarded from other departments.  
• Takes ownership of guests issues and follows problems through to resolution in timely manner. 
• Assisting guests and stores with Kura app/rewards related complaints and inquiries and update guests’ rewards accounts accordingly.  
• Follow guest relations’ policies and procedures.  
• Monitors complaints and inquiries on SNS (i.e. YELP) and notify Customer Service Manager of any comments needs immediate attention.  
• Help analyzing guest complaints and identifies a store and/or individual to help improve overall guest service.  
• Handles administration of gift certificates and/or giveaways in conjunction with Operations Department with an approval from Customer Service Manager.  
• Preparation of meeting documents and report. 
• Always maintain good communication with other departments, store managements, employees, and vendors.  
• Investigate and Confirm overcharges and/or mischarges and generate refund after obtaining the supervisor’s approval. The investigation includes checking security camera footages.  
• File, organize, and follow up with guests’ investigation reports and share them with HR, if needed.
• Assists Customer Service Manager in Loss Prevention to curb internal and external theft.  
• Seeks constant improvement or more efficient and less expensive ways and means in work processes of the department.  
• Assists in the research and development of resources that create timely and efficient department workflow.  
• Performs special projects and other miscellaneous duties as assigned by executive management or supervisor.  
• Follows up to complete any assigned work.  
• Maintains high ethical standards in the workplace.  
• Reports all irregular issues and problems to supervisors.  
• Maintains good communication with all KSU members and outside contacts.  
• Complies and maintains confidentiality of all company policies and procedures.  
• Maintains a clean and safe working area.

QUALIFICATIONS AND EDUCATION/EXPERIENCE

• Associate degree from a two-year College is preferred but not required  
• Minimum 1 year of work experience in a corporate environment. 
• Customer service experience in a similar or comparable work environment, strong verbal communication skills supported by a pleasant and positive “can-do” attitude.  
• Strong Customer Service and Time Management skills.  
• Basic computer skills such as MS Word, MS Excel, Internet Explorer required.  
• Previous experience in retail/restaurant or customer service environment required.

PAY RANGE: $24.00 - $33.00/hr. DOE.

Kura Sushi USA is a publicly traded U.S. company established in 2008 as a subsidiary of Kura Sushi, Inc. We are an innovative and tech interactive Japanese restaurant chain serving up the ultimate eater-tainment dining experience with a combination of premium ingredients, advanced technology, and affordable prices to create a one-of-a-kind revolving sushi dining experience.

Come join the Kura Krew!

We have and exciting opportunity for a Guest Relations Specialist to join our growing team. As the Guest Relations Specialist, you will be responsible to respond to guests’ complaints, requests, or concerns in a timely manner to ensure the success of business goals in revenues, profitability and guest satisfaction. The position focuses on providing guests with outstanding service through friendly, quick, efficient, accurate responses and is responsible for sharing guests’ feedback and inquiries with appropriate stores, departments, and managements timely to help improve our products and services. The position is also responsible for preparation of related data and analysis of guests’ feedback for stores to improve overall guest satisfactions.

This role is a hybrid role.  The selected candidate must be able to come to the office in Irvine, CA on in office days and as needed to carry out necessary functions of the role.

 ESSENTIAL DUTIES

• Responsible for responding to guest complaints and inquiries– written, phone calls, sent to the company’s Website, SNS, or forwarded from other departments.  
• Takes ownership of guests issues and follows problems through to resolution in timely manner. 
• Assisting guests and stores with Kura app/rewards related complaints and inquiries and update guests’ rewards accounts accordingly.  
• Follow guest relations’ policies and procedures.  
• Monitors complaints and inquiries on SNS (i.e. YELP) and notify Customer Service Manager of any comments needs immediate attention.  
• Help analyzing guest complaints and identifies a store and/or individual to help improve overall guest service.  
• Handles administration of gift certificates and/or giveaways in conjunction with Operations Department with an approval from Customer Service Manager.  
• Preparation of meeting documents and report. 
• Always maintain good communication with other departments, store managements, employees, and vendors.  
• Investigate and Confirm overcharges and/or mischarges and generate refund after obtaining the supervisor’s approval. The investigation includes checking security camera footages.  
• File, organize, and follow up with guests’ investigation reports and share them with HR, if needed.
• Assists Customer Service Manager in Loss Prevention to curb internal and external theft.  
• Seeks constant improvement or more efficient and less expensive ways and means in work processes of the department.  
• Assists in the research and development of resources that create timely and efficient department workflow.  
• Performs special projects and other miscellaneous duties as assigned by executive management or supervisor.  
• Follows up to complete any assigned work.  
• Maintains high ethical standards in the workplace.  
• Reports all irregular issues and problems to supervisors.  
• Maintains good communication with all KSU members and outside contacts.  
• Complies and maintains confidentiality of all company policies and procedures.  
• Maintains a clean and safe working area.

QUALIFICATIONS AND EDUCATION/EXPERIENCE

• Associate degree from a two-year College is preferred but not required  
• Minimum 1 year of work experience in a corporate environment. 
• Customer service experience in a similar or comparable work environment, strong verbal communication skills supported by a pleasant and positive “can-do” attitude.  
• Strong Customer Service and Time Management skills.  
• Basic computer skills such as MS Word, MS Excel, Internet Explorer required.  
• Previous experience in retail/restaurant or customer service environment required.

PAY RANGE: $24.00 - $33.00/hr. DOE.