Social Media Care Agent

Yum! Brands

  • Plano, TX
  • Permanent
  • Full-time
  • 18 days ago
Job Description:Are you passionate about brand love? Do you find yourself scrolling through comments on social with a desire to offer solutions? As a Social Media Care Agent, you will be responsible for managing and processing all inbound customer service and brand love related comments across Pizza Hut social media channels and providing a resolution to customers within a designated response time. You will also escalate and triage sensitive customer issues to internal Pizza Hut teams and stakeholders for a resolution. You will collaborate with team members and the team lead on challenging or sensitive cases to identify and vet the best approach to manage these issues. You will also be the first line of defense for social (social never sleeps) as well as have the following responsibilities:RESPONSIBILTIES:
  • 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
  • Participation in operational or technical platform trainings, as needed
  • 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
  • Quickly address customer issues and escalate when necessary to internal stakeholders
FACTORS OF SUCCESS NECESSARY:REQUIRED:
  • 1+ years customer care experience either in-person, via phone or online channels
  • Passionate about helping people: you are personable, sincere, humble and want to solve the issues at hand
  • 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
  • Flexible: Ability to adapt quicky to a changing environment
  • Discerning, practical, and insightful: you are also able to be flexible and work quickly to keep up with the social traffic as it occurs
  • 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
  • Excellent organizational skills and attention to detail
  • Grammar Superhero, battling misuse of their, there and they're everywhere you turn
  • Proven ability to deal with problems and solve them effectively with positivity
  • Ability to maintain accuracy, consistency, and quality in a fast-paced, multi-tasking environment
  • Expected in office as needed (about once per week) and possess a high level of productivity when working remotely and in-office
  • Working a mix of morning, afternoon, and night shifts including weekends and some holidays - 40 hours/5 days a week
PREFERRED:
  • Bachelor's degree preferred, not required
  • 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 (Google, Facebook, Instagram, TikTok, and Twitter (X) )
About Us:Who We AreFounded 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 & CultureWe'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:
  • Hybrid work schedule and year-round half day Friday's
  • Onsite childcare through Bright Horizons
  • Onsite dining center
  • Onsite dry cleaning and laundry services
  • 24/7 Onsite gym with fitness classes and personal trainer sessions
  • 4 weeks of vacation per year plus holidays and time off for volunteering
  • Tuition reimbursement and education benefits
  • Generous parental leave for all new parents and adoption assistance program
  • 401(k) with a 6% matching contribution from Yum! Brands with immediate vesting
  • Comprehensive medical & dental including prescription drug benefits and 100% preventive care
  • And more honestly to many to name, visit
for more infoGiving BackAs 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 we serve.Pizza Hut is an equal opportunity workplace and committed to fostering an . 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).

Yum! Brands