GCS Executive Customer Care Specialist

GCS Executive Customer Care Specialist 1

Atlanta, Georgia, United States

Stub Hub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we're here to delight them all the way from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want Stub Hub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world.

As an Executive Customer Care and Social Media Specialist, you will take the lead in resolving high-level executive and social media inquiries with urgency, professionalism, and strategic insight. This pivotal role requires exemplary communication skills, advanced problem-solving capabilities, and a proven ability to consistently exceed productivity and performance expectations. You will act as a primary brand ambassador, proficiently managing both escalated customer complaints and real-time social media interactions.

Success in this role involves not only resolving immediate issues but also proactively identifying and addressing systemic problems to prevent future escalations. We aim to be recognized as the best and most trusted customer experience brand in the world!

There are 2 different shift schedules for this opening:

What You'll Do

• Executive Care:
  Manage escalated customer inquiries from high-ranking executives, ensuring timely and effective resolutions.
• Tackle complex issues including Attorney General inquiries, concierge escalations, and consumer complaint platform escalations with professionalism and precision.
• Communicate difficult messages with empathy, effectively de-escalating challenging situations.
• Collaborate with cross-functional teams to implement improvements based on issue analysis, enhancing executive customer experiences.
• Maintain meticulous records of interactions and resolutions to track trends and outcomes.
• Social Media:
  Serve as a frontline ambassador on social media channels, swiftly addressing customer inquiries, comments, and concerns with enthusiasm and professionalism while ensuring a positive, professional presence that aligns with the company's brand values.
• Utilize thorough research to resolve customer issues, aiming to provide a first-contact resolution whenever possible.
• Monitor and moderate online community discussions to maintain respectful and relevant interactions.
• Display comprehensive knowledge of products, services, and policies, providing expert-level support and guidance.
• Create and update community articles that serve as a comprehensive resource for customers, providing them with a one-stop solution that reduces the need for direct inquiries.

Who You Are

• Data-Driven Decision Making:
  Make informed decisions based on comprehensive data analysis, customer feedback, and organizational objectives.
• Proactive Problem-Solving:
  Utilizes advanced analytical skills to identify root causes of complex issues, anticipate future challenges, and implement proactive solutions to prevent escalations.
• Strategic Communication:
  Effectively conveys policy guidelines, decisioning, and resolutions to customers, team members, and management with a focus on strategic impact and long-term objectives.
• Attention to Detail and Quality:
  Ensures accuracy and quality in all aspects of escalated issue resolution, maintaining high standards of excellence and customer satisfaction.
• Empathy:
  Display deep empathy and patience, crucial for handling sensitive executive escalations and social media interactions.
• Technical Proficiency:
  Skilled in navigating social media platforms and CRM systems, with an understanding of social media platforms.
• Adaptability:
  Flexibly respond to changing priorities and maintain effectiveness in a dynamic environment.

What You've Done

• 2+ years of customer service experience required.
• 1+ year(s) experience handling executive customer escalations concerns preferred.
• Has a solid understanding of the social media landscape (e.g., Facebook, Twitter, Instagram, Snapchat, Tik Tok).
• Prior experience supporting social media platforms preferred.

What We Offer

• Accelerated Growth Environment:
  Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you can scale your career.
• Top Tier Compensation Package:
  Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions.
• Paid Time Off:
  Generous Paid Time Off, allowing you to manage your schedule and recharge as needed.
• Comprehensive Benefits Package:
  Prioritize your well-being with a comprehensive benefits package featuring 401k and premium Health, Vision, and Dental Insurance options.
• Team-Building Events:
  Engage in vibrant team events that foster camaraderie and collaboration,…