GCS Executive Customer Care Specialist 1

Socket.dev; Atlanta (GA); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Accelerated growth

Top-tier compensation

Paid time off

Comprehensive benefits

Team-building events

Job summary

StubHub in Atlanta, GA is hiring for a role that blends executive care and social media support across channels. Two shift options are available: Tue-Sat 2:00 PM–10:30 PM or Thu-Mon 9:00 AM–5:30 PM.

You will manage escalated inquiries from executives, resolve complex issues, and maintain detailed records while collaborating with cross-functional teams. The role emphasizes empathy, proactive problem-solving, and CRM/social platform proficiency to achieve first-contact resolutions when possible.

Qualifications

• 2+ years of customer service experience.
• 1+ year handling executive escalations preferred.
• Solid understanding of major social platforms (Facebook, Twitter, Instagram, Snapchat, TikTok).
• Experience supporting social media channels is a plus.

Responsibilities

• 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.
• Serve as a frontline ambassador on social media channels, addressing inquiries with enthusiasm and professionalism.
• Utilize thorough research to resolve customer issues, aiming for first-contact resolution where possible.
• Monitor and moderate online community discussions to maintain respectful interactions.
• Display knowledge of products, services, and policies, providing expert guidance.
• Create and update community articles as a self-service resource.

Skills

Data-driven decisions

Executive customer service

Social media proficiency

Communication skills

Empathy

Tools

CRM systems

Job description

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 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 StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform around the world.

There are 2 different shift schedules for this opening:

1. Tuesday - Saturday from 2:00 PM - 10:30 PM
2. Thursday - Monday from 9:00 AM - 5:30 PM

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, TikTok).
• 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, creating an atmosphere for celebrating your professional and personal growth.

The anticipated gross base pay range is below for this role. Actual compensation will vary depending on factors such as a candidate’s qualifications, skills, experience, and competencies. Base pay is one component of StubHub’s total compensation and competitive benefits package, which includes 401(k), paid time off, paid parental leave, and comprehensive health benefits.

Base Range $22 — $22 USD

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 to events around the world -- from sports to music, comedy to dance, festivals to theater -- StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences. Come join our team for a front-row seat to the action.

For California Residents: California Job Applicant Privacy Notice found here

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.