Customer Service - Event Expert

As a Customer Service - Event Expert at SeatGeek, you will be responsible for resolving customer inquiries through various channels including phone, email, and chat. You’ll provide specialized support to our Enterprise clients and stay updated on our offerings to ensure high-quality service. Engaging with customer concerns, using metrics for performance evaluation, and actively participating in team strategy meetings will be key parts of your role.

To qualify for the Customer Service - Event Expert role at SeatGeek, you should have a bachelor's degree or equivalent experience, along with a solid background in customer service. Familiarity with technology and data usage in decision-making will be advantageous. While experience in a tech startup is a plus, the most important attributes are strong communication skills, flexibility, and a passion for live events.

Yes, the Customer Service - Event Expert position at SeatGeek offers the flexibility of remote work. You can choose to work fully remotely or in the office, depending on your preference. This flexibility is part of SeatGeek's commitment to balancing work-life needs while providing excellent customer service.

In your role as a Customer Service - Event Expert at SeatGeek, you will work with a variety of tools to help manage customer inquiries efficiently. These include Talkdesk and Zendesk for customer interactions, along with other essential platforms like Slack, Google business tools, and Jira. Familiarity with these tools can enhance your ability to deliver outstanding service.

SeatGeek requires Customer Service - Event Experts to be available for various shifts to accommodate customer requests, including weekends and holidays. The available shifts span from early morning to late night, including options such as 7am-3pm PT, 9am-5pm PT, and 5pm-1am PT. Flexibility in your schedule will be important as you support our customers throughout the week.

When addressing difficult customer interactions, listening actively to their concerns and showing empathy is crucial. Always remain calm and professional, acknowledging their feelings. Provide a clear solution or take steps to escalate the issue if necessary. Demonstrating that you care about their experience often helps ease tension.

In interviews, share a specific example where you exceeded customer expectations, detailing the context, your actions, and the positive impact it had on the customer. Highlight your dedication to customer satisfaction and demonstrate your problem-solving skills.

To stay organized, you can utilize tools like ticketing systems and prioritize tasks based on urgency. Keeping a detailed log of interactions and follow-ups will help you manage workloads efficiently. Communicating with team members also ensures you're aligned and supported.

To stay updated on new products or features, engage in regular training and development sessions provided by SeatGeek. Additionally, using internal resources such as newsletters, team meetings, and collaborative platforms can help you remain informed and ready to assist customers effectively.

Data is crucial in providing customer service as it helps identify trends and areas for improvement. By analyzing customer feedback and metrics, you can make more informed decisions that enhance the customer experience. This proactivity not only benefits individual interactions but the overall service strategy.

My communication style is clear, friendly, and responsive. I strive to make a personal connection, actively listen to inquiries, and adapt my tone based on the customer's needs. This approach helps create a positive interaction that encourages customer trust and satisfaction.

Express your passion for live events and your admiration for SeatGeek’s innovations in the ticketing industry. Discuss how their dedication to customer service aligns with your values and how you’re excited to contribute to making live experiences more accessible.

To manage stress in high-volume situations, I prioritize tasks and take deep breaths to maintain composure. Taking brief moments to regroup in between calls or chats can also help. Staying positive and remembering the importance of the customer experience keeps me focused.

When handling a complaint, I first listen carefully to understand the issue, show empathy, and commit to finding a solution. After investigating the matter, I communicate clearly with the customer about the steps being taken and follow up to ensure their satisfaction. This builds trust and credibility.

To prepare for the interview, research SeatGeek, understand their customer service values, and identify how your experience matches the role. Prepare examples that demonstrate your customer service skills and be ready to discuss your passion for live events and technology.