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7100 Corporate Drive
Plano, TX

Social Care Agent

7100 Corporate Drive
Plano, TX 75023

Social Care Agent

Description:

Customer Engagement & Satisfaction (80%)

* Monitor inbound social conversation across Pizza Hut social media channels to identify brand response opportunities to customer comments, questions or concerns
* Manage and process inbound customer comments and responses within a social media software platform
* Development of responses on the social channels within brand voice guidelines and a designated response time
* Escalation and triaging of sensitive customer issues to internal Pizza Hut teams and stakeholders for resolution
* Daily collaboration with team members and team lead on challenging or sensitive cases, identifying and vetting the best approach to manage
* End-of-shift knowledge transfers and information download sessions to ensure other team members are aligned and aware of current case items still in progress or needing attention

Growth & Innovation (20%)

* Report on activity and findings, concisely summarizing important community trends and insights that are relevant to the customer care program, team, Pizza Hut products and the overall brand
* Active participation in monthly quality review sessions to gather feedback on performance against core KPIs
* Regular participation in relevant brainstorms and working sessions to generate new ideas and best practices for your team
* Participation in operational or technical platform trainings, as needed

As our ideal candidate, you are:

* Discerning, practical and insightful: you are also able to be flexible and work quickly to keep up with the social traffic as it occurs
* Passionate about helping people: you are personable, sincere, humble and want to solve the issues at hand
* A cultural savant: you are absorbed in the world of pop culture and understand what makes a timely response relevant, interesting and fun

A team player: if someone needs help, you are the first one on the scene. You're more than willing to lend a hand and share your know-how

EDUCATION: Bachelor Degree required

EXPERIENCE (and other qualifications):

* Savvy and clever wordsmith
* Grammar Super Hero, battling misuse of their, there and they're everywhere you turn
* You have previous customer care experience either in-person, via phone or online channels
* Proven ability to deal with problems and solve them effectively
* Excellent organizational skills and attention to detail – just call you Captain Order
* Positive, solution-oriented mentality
* Self-motivated rock star and able to work independently as well as team up with the rest of the band when duty calls
* Juggling skills…juggling tasks that is. You can manage a large queue of tasks for action and recognize priority issues as well as escalate with effective communication
* Ability to maintain accuracy, consistency, and quality in a fast-paced, multi-task environment
* Experience with the Microsoft Suite and the ability to quickly learn and adopt new tools
* High level of comfort in web-based applications, social media platforms, and navigation between tools
* This role will require a mix of afternoon, evening, weekend, and some holiday shifts

Who We Are

Founded in 1958, Pizza Hut - a subsidiary of Yum! Brands, Inc. - now operates more than 18,000 restaurants in more than 100 countries. Pizza Hut is leading the way in providing customers with great experiences, innovating with technology and new products, as well as delivering exceptional service.

Our People & Culture

We're looking for people who LOVE pizza and thrive in a fun, past paced, and customer-centric environment. At our corporate campuses, Pizza Hut has created the perfect place for you to grow your career. Every day, you'll work to support our franchisees and teams across the U.S., continuously challenging yourself to feed more possibilities. In return, we'll provide professional development and career growth opportunities so that you can become your best and achieve your goals. And we'll sweeten the deal by immersing you in our world-class recognition culture and providing a robust array of benefits, some highlights include:

* 4 weeks PTO, plus standard holidays and time off to volunteer
* Generous parental leave (16 weeks for moms, 6 weeks for dads)
* 401(k) with 6% match, vested immediately
* On-site daycare
* 24/7 fitness center with laundry services
* Half-day Fridays, year round

Giving Back

As a global company, Pizza Hut aims to make the world better by acting responsibly with respect to food, planet and people. Whether it's donating food through the Harvest Program or supporting literacy with the Pizza Hut BOOK IT! Program – the company, our franchisees and our team members are committed to improving the communities we serve.

Pizza Hut is an equal opportunity workplace and committed to fostering an inclusive, diverse culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability and genetic information (including family medical history).

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