GCS Escalations Specialist
Viagogo
Atlanta, GA, USA
Posted on Wednesday, August 21, 2024
StubHub 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 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 StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform worldwide.
StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events worldwide. We value togetherness, trust, inclusion, and most importantly a culture of winning. We are a global organization looking for champions of innovation and change. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you’ll thrive in our environment where the rewards are highly motivating.
As a Customer Service Escalation Specialist, you will be responsible for managing and resolving escalated customer inquiries and complaints with urgency and professionalism. This role requires an excellent communicator with strong problem-solving skills, and a passion for delivering results. Success in this role will involve collaborating with cross-functional teams and leadership to implement effective solutions that empower agent knowledge retention and swiftly resolve escalated customer issues.
This Full-Time position may require weekend, holiday, daytime, and/or evening hours.
This role will begin as in-office 5 days per week for the first 3-6 months and then will shift to in-office 3 days per week to ensure cross-functional collaboration.
What You'll Do
- Serve as the primary point of contact for escalated agent inquiries and customer complaints, demonstrating empathy, patience, and a commitment to resolution.
- Communicate with customers via phone, email, or chat while maintaining a high level of professionalism and diplomacy during challenging or sensitive situations.
- Demonstrate subject matter expertise for all company products, services, and policies.
- Conduct thorough investigations to identify the root cause of escalated issues and collaborate with leadership and relevant departments on areas of improvements.
- Identify escalation trends and provide actionable insights to management to drive process improvements and prevent future escalations.
- Collaborate with customer service team members to share best practices and develop strategies for handling escalated situations effectively.
- Continuously monitor and evaluate the effectiveness of escalation processes and procedures, recommending enhancements as needed.
- Provide policy-driven approvals for customer issues and ensure such approvals are noted properly in the required platforms.
Who You Are
- Communication - Communicates effectively with customers, team members, and management to clearly convey policy guidelines, decisioning, and resolutions.
- Empathy - Demonstrates empathy and understanding when interacting with frustrated or upset customers.
- Resilience - Maintains composure and professionalism under pressure, with the ability to handle challenging situations with grace.
- Problem Solving - Applies analytical skills to identify root causes of complex issues and develop effective solutions.
- Adaptability - Adapts quickly to changing priorities and business needs, demonstrating flexibility and resilience in a dynamic environment.
- Decision Making - Makes informed decisions based on data analysis, customer feedback, and organizational objectives.
- Relationship Building - Builds and maintains strong relationships with customers, team members, and stakeholders to drive engagement and loyalty.
- Attention to Detail - Meticulous and thorough in handling customer inquiries and ensuring accuracy in all tasks.
- Time Management - Efficiently manages workload and prioritizes tasks to meet or exceed performance targets.
What You've Done
- Minimum 2 years of experience in customer service or a related role, with demonstrated success
- Proven track record of achieving and exceeding performance targets and driving continuous improvement initiatives.
- Advanced problem-solving abilities and the capacity to navigate complex issues with poise and confidence.
- Excellent communication skills, both verbal and written, with the ability to effectively communicate across multiple levels of the organization
- Proficiency in Microsoft Office and CRM software
- Certification in customer service or relevant training programs is desirable.
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, creating an atmosphere for celebrating your professional and personal growth.
About Us
StubHub is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform for events worldwide- from sports to music, comedy to dance, festivals to theater- StubHub offers the safest, most convenient way to buy or sell tickets for the most memorable live experiences. Join our team for a front-row seat to the action.
We are an equal-opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.