Pizza Hut Social Care Agent in Plano, Texas

As a Social Care Agent:

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