THE JOB
Being a Service Resolution Team member is about building fan trust by finding resolutions in an ever-changing environment. To be successful, SRT will also need to build strong rapport with internal and external stakeholders.
WHAT YOU WILL BE DOING
Provide a high level of service to all fansAssist in answering questions from representativesInvestigate customer claims to resolve issues/requestsAccept problematic calls from representatives and determine resolution or need for escalationDaily monitoring of the SRT mailboxes, relevant Zendesk queues and resolve customer queries from clients and internal teamsSupport Outlet ServicesWork closely with Supervisors to offer feedback on any agents needing further assistance, coaching and supportWork closely with the Client Managers and/or Clients, building strong relationships and looking at proactive ways to improve our proce...