Social Care Expert Job Vacancy in StubHub Draper, UT – Latest Jobs in Draper, UT – updated today

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Full Details :
Company Name : StubHub
Location : Draper, UT
Position : Social Care Expert

Job Description : At StubHub, our mission is to bring the joy of live to fans globally. We’re the world’s largest ticket marketplace, and we make sure that the events where you want to be are never sold out.
At StubHub, we are:
Owners – We carry the ball. We act as one team, in it together. We live above the line as optimists and with a solution mindset. We are fully accountable for solving problems, both our own pieces and the whole.
Fan First – We are the fans’ biggest fan. We are the fan and the voice of our fans in everything we do.
Driven – We push past the finish line, aggressively prioritize and focus on what matters most. We debate, decide, commit and deliver.
Inventive – We play a new chord; we celebrate progress over perfection and learnings as much as success. We’re agile because there is always more than one way.
Courageous – We take big swings. We show up for challenges with resilience and persistence. We take risks, embrace failure as a path to learning, and speak up when we have a different opinion.
Diverse & Inclusive – We harmonize. We assume positive intent, trust and empower others; bring a global mindset and seek out alternative viewpoints.

THE ROLE:
The Social Care Expert acts as StubHub’s frontline brand manager by interacting with customers and fans in real time across various social media channels. The Social Care Expert acts as a liaison across the internet, participating in minute-by-minute conversations, answering questions, offering solutions and sparking conversation – while maintaining a positive attitude and great sense of humor.
RESPONSIBILITIES:

Resolve customer issues in real time through various social media channels
Work within the company community to moderate and keep the threads relevant and clean
Research customer complaints and issues thoroughly to provide the best possible solution
Consistently show sense of urgency by providing prompt response to customer inquiries
Meet or exceed essential productivity goals around targeted response time as well as ASAT and QA
Maintain record of daily productivity
Provide essential feedback regarding escalation trends, opportunities, challenges, productivity and process improvement
Assist with team projects that contribute to overall department service quality, training initiatives, etc.
Attend and participate in weekly team meetings

COMPETENCIES:

Dedicated to meeting the expectations and requirements of internal and external customers
Demonstrates customer service and product expertise
Demonstrates problem solving ability and decision-making skills
Is able to communicate clearly and succinctly in a variety of settings and styles
Must have outstanding people-skills with a high level of empathy and courtesy that translates as positive and engaging in all written communication
Comfortable taking the initiative to get things done without waiting for direction
Demonstrate strong organization and multi-tasking skills
Proficient computer skills: ability to pick learn and adapt to new technology
Must be comfortable working in a fast-paced environment
Must have strong grammar and spelling
Strong attention to detail is critical

POSITION TYPE AND EXPECTED WORK HOURS:

This is a full-time position, and the shift varies based on business need.

QUALIFICIATIONS:

Must be able to work in the Draper, UT office.
1+ year(s) experience working with escalated issues and customers, dealing with non-standard issues preferred (not exclusive to but preferably in a call center)
2+ years Customer Service experience required
Prior experience with Social Media mediums a plus whether in Community or on Response – must have good understanding of social media landscape and appreciation for social media opportunities (Facebook, Twitter, Instagram, Snap Chat, forums and ‘user voice’ surveys
Internal applicants must show a 6 month, or longer, tenure in their current position. Completion of CS training is also required.

Are you interested in joining an ambitious and close-knit team dedicated to solving meaningful customer problems? Your work will have a significant impact on the business, and help spread the joy of concerts, theater, and sports around the world.
We love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel StubHub is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work.

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