The Customer Care Team is vital to ensuring the success of our partners’ events. They ensure our in-house call center is equipped to address the needs of each event’s specific customer base, making sure that every ticket buyer has a great experience from start to finish.
Today we met with Bryan Wiatrak, our Customer Care Manager. In his nine months at ShowClix, Bryan has shown an affinity for both customer service and team management by overseeing the day-to-day needs of his team, as well as hiring and training nineteen new Customer Care Representatives to stay on par with our rapid growth.
Before joining the team, Bryan worked for ten years as a Retail Project Manager with H&M, where he moved around the country opening new stores and managing different locations. Six years ago, he was promoted to manage an H&M location here in Pittsburgh, and he soon fell in love with the city. From there, he went on to work on visual merchandising and floor plans for J. Crew stores in the city, steadily developing a passion for dedicated customer service. Wanting to combine his excitement for customer service with his love for live events, he joined the ShowClix team last April, and it quickly became clear that he was the perfect man for the job!
Today, Bryan continues to keep the wheels turning for the Customer Care Team by organizing all event information, training new Customer Care Representatives, and ensuring a smooth flow of information from our partners to their event attendees. When he is not at work, you can find Bryan in the kitchen cooking up some delicious food, or spending quality time with his new fiancé!
Walk us through your typical work week as Customer Care Manager.
With the massive growth we’ve seen, there really is no typical work week, as changes can come by the minute, hour, day, or week. To me, this is the most exciting part of the Customer Care department because we get to be on the front lines. There really is never a dull moment.
However, in general my work week includes everything from monitoring our phone and email system to make sure we’re functioning as efficiently as possible, to building schedules and continuing training for our growing team to ensure we’re able to maintain a high level of quality interactions. In addition, I enjoy taking on larger projects that continue to drive our team development through policy building, software implementation, and information management.
What steps does the ShowClix in-house call center take to ensure the purchase experience is great for every customer?
With the unrelenting growth of ShowClix and the department, I rely on my team, the hardest working group of colleagues I’ve ever had the pleasure of working with, to keep the wheels turning. The success of our partners comes down to the customer experience. We are the face, voice, text, and personality of ShowClix, so we have a tremendous responsibility to do what is right, to be understanding, and to ultimately provide the highest quality experience to our customers. As part of the onboarding experience for our partners, we dive into specific event policies and procedures to prepare our team to accurately handle any questions we may come across. We ensure quality by always being respectful, honest, and accommodating, and we’re sure to collaborate not only with our partners but every other team within our organization as well. We are in an exciting, fast-paced, and ever-changing industry that requires constant adaptation!
As Customer Care Manager, part of your job is speaking with many different customers attending various events. What do you like most about getting to interact with fans and attendees of live events from around the world?
As a lifelong fan of live events, concerts, and shows of all types, as well as having a long career of customer satisfaction, I find joy in ensuring our team is providing those quality interactions that I valued as a customer myself to our loyal fan base as well as those first discovering the ShowClix platform.
How does the Customer Care Department stay organized and updated with the information needed to ensure our partners’ customers have an amazing event experience?
With so many moving parts, staying organized is key to providing our customers the experience they are expecting, as well as offering quick resolutions. We achieve this through many outlets, including an in-depth knowledge base that our entire team is responsible for mastering and collaborating on regarding daily changes and updates. In addition, weekly meetings with our leadership team keep the ideas flowing. Being flexible is essential, and trying new ideas to tackle demanding workloads is a team effort.
What do you enjoy most about the city of Pittsburgh and where do you spend your time?
As a non-native Pittsburgher, I’ve come to call this city home and plant my roots here. It’s evolving with the growth of its booming tech, food, beer, and music industries, all while maintaining its gritty and down to earth vibe. But at the end of the day, it’s the people. In my spare time, you can find me checking out the great restaurants we have, being a gearhead and playing with cars, or out and about shooting photos. I have had a camera in my hands most of my life, with weddings being a favorite side project of mine!