BOOK IT! Support Associate

Job Description

What pairs more perfectly with pepperoni pizza than a prize? (Say that 3 times fast)

Pizza! Prize! Praise!

That's the foundation of the BOOK IT! Program! Established in 1984, BOOK IT! is the largest and longest-running corporate supported reading program, specifically for Pre-k through 6th grade classrooms. It encourages reading by providing certificates to classrooms and homeschool families for free personal pan pizzas in our stores across the US.

BOOK IT! has 2 programs, the traditional which runs October through March for teachers and homeschool families, and Camp BOOK IT! which runs from June through August for parents.

The BOOK IT! Support associate will provide support to the BOOK IT! team by providing outstanding operational and customer service needs via phone, email, and social media.

RESPONSIBILITIES:

• Customer service - Provide customer service and support to teachers and parents via phone calls, emails, and social media messages.
• Resolution - Analyzing and troubleshooting basic user issues, providing effective solutions or guidance, and escalating where appropriate.
• Administration - Ensure that all new teachers meet the BOOK IT! requirements and process new school tasks through the BOOK IT! application.
• Feedback - Gather feedback from users to help improve application and/or support processes.
• Performance Metrics - Meet or exceed key performance indicators defined by SLA such as response time, resolution rate, etc.
• Multitasking - Managing customer inquiries simultaneously while maintaining tasks.
• Documentation - Maintain accurate record of customer interactions and resolution for future reference and analysis.
• Team player - Collaboration with other BOOK IT! program professionals on identified trends, user suggestions, and key projects.

FACTORS OF SUCCESS NECESSARY:

Required:

• 1-3 years of previous customer care experience either in-person, via phone, or through online channels within the retail, restaurant, administrative industries
• Experience in Microsoft Office, specifically Excel and Outlook.
• Ability to analyze issues, identify root cause, and provide effective solutions.
• Excellent verbal and written communication skills, both internally and externally.
• Time management and a strong ability to multitask and meet determined SLA.

Preferred:

• Basic technical proficiency for troubleshooting
• Knowledge of Braze platform a plus
• Basic knowledge of BOOK IT! Program

About Us

Who We Are

Founded 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 & Culture

We'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:

• 4 weeks PTO, plus standard holidays and time off to volunteer

• Generous parental leave (16 weeks for moms, 6 weeks for dads)

• 401(k) with 6% match, vested immediately

• On-site daycare

• 24/7 fitness center with laundry services

• Half-day Fridays, year round

Giving Back

As 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 improving the communities we serve.

Pizza Hut is an equal opportunity workplace and committed to fostering an inclusive, diverse culture. 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).