7100 Corporate Drive
Plano, TX 75023

Social Care Agent

Description:

"Pizza Hut is instituting a COVID-19 vaccination requirement for health and safety reasons. Effective January 3, 2022, Pizza Hut requires that corporate employees are fully vaccinated against COVID-19 as a condition of employment, subject to reasonable accommodation as required by law."

At Pizza Hut, we pride ourselves on being a people-first organization, and we strive to deliver a positive customer experience, every time. As a Social Care Agent, you will act as a point of contact for Pizza Hut social media audiences, with focus on providing information, answering questions and resolving or escalating customer issues.
Customer Engagement & Satisfaction (80%)
- Monitor inbound social conversations across Pizza Hut social media channels, and identify response opportunities to comments, questions or concerns.
- Process and track inbound messages and responses using a social media software platform
- Develop thoughtful responses within brand voice guidelines and deliver in a timely manner
- Escalate sensitive customer issues to internal Pizza Hut teams and stakeholders
- Collaborate with team members on challenging or sensitive cases
- Identify and implement best practices for recurring situations
- Communicate at shift change to ensure incoming team members are aligned and aware of open case items.
Growth & Innovation (20%)
- Report on activity and findings, summarizing community trends and insights
- Participate in monthly quality review sessions to gather feedback on performance against KPIs
- Contribute in brainstorms and working sessions to generate new ideas and best practices for your team
- Attend operational or technical platform trainings, as needed
As our ideal candidate, you are:
- Passionate about helping people, with a personable and sincere commitment to solving the issue(s) at hand
- Discerning, practical and insightful with a positive, solution-oriented mentality
- Self-motivated and organized, with the ability keep up with traffic as it occurs
- Absorbed in the world of pop culture to understand what makes a response relevant, interesting and fun
- A team player, quick to jump in and willing to lend a hand or share your know-how
- A savvy and clever wordsmith with impressive grammar skills
- Comfortable managing a large queue of tasks for action, and recognizing priority issues
EDUCATION: Bachelor Degree required
EXPERIENCE (and other qualifications):

Must be fully vaccinated by January 3, 2022, subject to reasonable accommodation as required by law. Proof of vaccination required.
- Previous customer care experience (in-person, via phone or online channels)
- Proven ability to deal with problems and solve them effectively
- 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

Apply Now

By using our site, you acknowledge that you have read and understand our Cookie Policy, Privacy Policy, and our Terms of Use.