GCS Executive Customer Care Specialist

GCS Executive Customer Care Specialist 2

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 a Senior Executive Customer Care and Social Media Specialist, you will not only handle escalated inquiries but also act as a subject matter expert and mentor for the Executive Customer Care team. This role demands superior communication skills, expert problem-solving abilities, and a commitment to leading by example in both customer interactions and team guidance. Your leadership will be pivotal in fostering a collaborative team environment and driving the achievement of performance benchmarks.

With your help, w e aim to be recognized as the best and most trusted customer experience brand in the world!

This Full-Time position may require weekend, holiday, daytime, and/or evening hours.

Shift schedule for this role is 11:30 AM - 8:00 PM on Wednesday, Thursday, Saturday, Sunday, Monday.

What You'll Do

• Executive Care :
• Handle escalated inquiries and complex customer issues from high-ranking executives with precision and professionalism.
• Act as the primary mentor and support for Executive Customer Care agents, guiding them through complex cases and decision-making processes.
• Foster a collaborative team environment, encouraging open communication, mutual support, and continuous learning.
• Strategically delegate tasks and manage team workflows to optimize productivity and ensure high-quality resolutions.
• Provide expert guidance on navigating difficult conversations, utilizing empathy and strategic communication to de-escalate potential conflicts.
• Analyze trends and feedback to proactively identify and implement process improvements, reducing future escalations and enhancing customer satisfaction.
• Social Media :
• Lead social media initiatives, ensuring the team effectively addresses customer interactions with the brand’s voice and adheres to communication standards.
• Oversee the monitoring and moderation of online communities, ensuring discussions are respectful and aligned with the brand.
• Provide insights and guidance on leveraging social media trends to enhance engagement and customer satisfaction.
• 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.
• Additional Duties as assigned

Who You Are:

• Data-Driven Decision Making
  :
  Make informed decisions based on comprehensive data analysis, customer feedback, and organizational 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.
• Empathetic Leadership
  :
  Demonstrates understanding and empathy to both customers and while providing support and guidance to team members in challenging situations, inspiring confidence, and trust.
• Advanced Problem-Solving and Decision Making
  :
  Utilizes a deep understanding of customer service complexities to resolve issues and make informed, strategic decisions.
• Strategic Communication: Masterfully communicates complex ideas and policies to both customers and team members, ensuring clarity…