Pizza Hut Lead Social Care Agent in Plano, Texas

As a Lead Social Care Agent:

Customer Engagement & Satisfaction (40%)

  • 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 designated social media software platform

  • Development of responses on the social channels within brand voice guidelines and a designated response time

  • End-of-day 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

Project Management & Quality Assurance (40%)

  • Management and support of escalated issues

  • Key liaison to internal department contacts for the purpose of reporting on community trends that may impact the brand

  • Management of special projects and reporting related to product launches

  • Supervise additional team technical training as needed

  • Coordination of monthly quality review sessions for care agents to gather feedback on performance against core KPIs

Growth & Innovation (20%)

  • Report on activity and findings, concisely summarizing important community trends and insights that are relevant to the program and team

  • Lead relevant brainstorms and working sessions to generate new ideas and best practices for the social care team

  • Become product expert in Pizza Hut’s designated social media management platform; stay up-to-date in new product features and functionality within social media management platform, considering how/when to use for Pizza Hut and roll out to the Social Customer Care Team

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

A leader: you take initiative to make improvements to a program and are eager to teach others