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Company Name : StubHub
Location : Draper, UT 84020
Position : Customer Experience Expert
Job Description : Must reside in the state of UTAH to be considered for this role due to training being onsite.Looking for a company that inspires passion, courage and fan connection, where you can be part of the team shaping the future of Live experiences? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a culture driven community that is dedicated to creating an ambitious and inclusive workplace, join StubHub – a company you can be proud to be a part of. Where our StubHub Culture is second to none. We are inspired to be, Owners, Fan First, Driven, Inventive, Courageous, Diverse and Inclusive. These values bring out the very best in us daily and allow us to give exceptional service to our Fans and to our staff. The candidate must have the ability to hone these values to create an atmosphere of trust, connection and unity within the team to drive excellence, with a focus on customer satisfaction, resolution and providing an exclusive experience that our Customers will love.What YOU bring to the Opportunity· Interact with customers via phone providing a world class experience to our customers· Meet/Exceed and maintain KPI’s as set by the company within 90 days of hire· Resolve customer issues in an efficient and proper manner· Educate the customer on business model and any policy that would be appropriate for their concern· Consistently show sense of urgency by providing prompt response to customer inquiries· Provide essential feedback regarding escalation trends, opportunities, challenges, productivity and process improvement· Support customers in navigating the website and creating accounts. Proxy login to purchase tickets for customers· Effectively use all available resources and technology tools to resolve customer issues· Engage and create connections with our customers· Attend and participate in weekly Huddles/1:1’sImportant Qualities – · Passionate about providing excellent service to our customers· Excels at Multi-tasking (ability to move between programs while holding a seamless conversation with the customer)· Call control – Ability to control the call to direct the customer efficiently to the proper resolution of their issue.· Quick learner – ability to learn StubHub knowledge and implement at the end of training with additional support of the Supervisor.· Reliable – be on time and come in as scheduled on a regular basis· Strive to be great – someone who is looking to do their very best and willing to go above and beyond to find the right answer for our customers.· Common Sense – someone who uses common sense when it comes to working through customer issues.· De-escalation – ability to calm an upset customer and work the call through to resolution leaving the call with the customer as a promoter.· Tone – able to match tone to the customer and to present all calls in a genuine way· Computer skills – ability to maneuver through computer programs and email with ease.Available Shift: Full-time position Tues-Sat 1:30-10pm.This opportunity will have the option to be hybrid.Weekend and/or holiday coverage is required. Shift bids on a twice a year basis and shift differential/quarterly bonus included.About StubHub: StubHub is the world’s largest ticket marketplace, with tickets available for over 10 million live sports, music, and theatre events in more than 40 countries. They enable experience-seekers to buy and sell tickets whenever and wherever they are through our desktop and mobile experiences.Job Type: Full-timePay: From $18.50 per hourSchedule:Weekend availabilityWork Location: One location
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