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Global Customer Service, VIP Account Manager

Company: StubHub
Location: Draper
Posted on: March 16, 2023

Job Description:

StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events around the world. 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. Job Description: In this role, we are looking for someone who understands the intricacies of thelive event industry.The VIP specialist is responsible for delivering outstanding customer service and ensuring all customers are satisfied with their experience. They are responsible for addressing special requests and responding to any issues as they arise, ensuring a seamless experience. We aim to be recognized as the best and most trusted customer experience brand in the world! Responsibilities: ---Build and maintainrelationships with our VIP customers ensuring their satisfaction is met ---Develop trusted advisor relationships with VIPcustomers, top customer stakeholders and executive sponsors ---Clearly communicate the progress of monthly/quarterly metrics to internal stakeholders ---Support customer questions, concerns and requests by phone, email or chat ---Provide a high touch level of service by giving timely and professional responses ---Review risk factors for each event and createbackup plans if needed ---Locate and verify inventory based on the customer's request ---Follow the clients buying experience from start to finish to ensure there are no issues ---Be available during event times to ensure VIP customers issues are resolved ---Help build out and improve the overall VIP experience ---Serve as the lead point of contact for all VIP customer issues and initiatives Competencies: ---Experience working with high profile individuals ---High attention to detail ---Strong interpersonal, organizational and communication skills (written & verbal) ---Demonstrate reliability and follow through ---Ability to maintain control and communicate deadlines, roadblocks and escalations as needed ---Resourceful, innovative and forward thinking Position Type and Expected Hours of Work: Full-Time position with varying shifts, including possible evenings/weekends. Preferred Education and Experience: ---Experience in the live events industry ---Minimum 2 years of customer service experience ---Concierge or VIP service experience preferred ---New York City, Los Angeles or Salt Lake City based StubHub is on a mission to give the world the freedom to connect to powerful live experiences no matter where they are, whenever they want. Whether it's Harry Styles, the Yankees, Billie Eilish or Real Madrid, we're here to give fans the access to the live entertainment they love. That means we must power the destination for every type of live event fan to unlock the transformative live experience that's right for them. We are their ticket to unforgettable memories - the crack of the bat, the first guitar chord or drum tap, the roar of the crowd at the championship winning goal, the joke that makes their belly ache from laughter. To do this, we must have the most premiere industry partnerships that deliver more seamless integrated solutions and aggregate the widest event catalogue, know our customers to design more personalized discovery of that very catalogue and get that fan into the event of their dreams so they keep coming back. Daily innovation is at the crux of how we do this and a passionate team that rigorously prioritizes the most results-oriented work they can deliver is what gets it done and keeps us leading the industry.

Keywords: StubHub, Draper , Global Customer Service, VIP Account Manager, Executive , Draper, Utah

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