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