Our Customer Care Department acts as an extension of our partners’ team by selling more tickets, helping them gain back valuable time, and providing their customers with peace of mind. Today we are excited to feature a great team leader, our Senior Customer Care Representative, Nick Wargo.
Nick graduated from Slippery Rock University in 2011 with a Bachelor’s Degree in Sports Management. Upon graduation, Nick landed a seasonal job with the Pittsburgh Pirates in their box office. He worked there for two summers and was able to experience the first time the Pirates made the playoffs. In 2014, Nick landed a job at the Convention Center on the operations side of the business.
Nick wanted to get back into the ticketing industry and joined ShowClix in 2015 as a Customer Care Representative. After about a year, he was promoted to Senior Customer Care Representative because of his strong work ethic and attention to detail with our partners’ requests. Today, Nick helps guide our Customer Care team, who provides exceptional customer service, has in-depth knowledge of our company’s products, and collaborates with other departments to exceed all of our partner’s needs.
Our Customer Care team is dedicated to helping our partner’s customers purchase tickets, get directions, find nearby restaurants, and anything else they may need. How would you define exceptional customer service?
My definition of exceptional customer service has definitely changed in the time that I’ve been at ShowClix. I would say there are 2 main elements to exceptional customer service. The first is the willingness to go above and beyond what is expected of you. When a customer calls us for an event that is not even sold through our system, we’ll try to locate some contact information for them to get in touch with someone who can help them. The second and most important element is patience. It’s super important that the representative uses patience when working with customers since not everyone is as tech savvy. I always ask myself, “how would I explain this to my dad?”
Cross collaboration between departments is essential for providing the ultimate customer experience. Give us an example of how you worked with another team to exceed a customer’s needs?
We’re constantly communicating with our Client Services, Finance, and tech departments throughout the day. One particular example I remember was within my first couple of months of joining ShowClix, when I was working the evening shift. I got a call just before 9:00 pm and it was about a customer who couldn’t find her tickets and I was also not able to locate them. After doing some digging and eventually getting our Chief Technology Officer involved, we were able to find her order. By the time we found her order and got it sent to her, it was about 9:20 pm.
You have answered thousands of questions from both our partners and their customers. Tell us about a time when you received a unique customer care question and how you created a solution for it.
One time, I had a call for a music festival where a customer who purchased tickets planned to camp out during the multi-day festival. He wanted to know what kind of ice they would have available in the camp grounds. Since that’s obviously not something that we know off hand, I contacted the event on behalf of the customer and got the answer for him. Once I had the information, I reached back out to him to let him know that they would, in fact, be selling cubed ice at the festival.
As Senior Customer Care Representative, you assist in the hiring and training of new members for our Customer Care team. What qualities do you look for in a successful representative?
I would say the most important quality that I look for in someone is good conversation and communication skills. Since the primary duty of our reps is communicating with our customers over the phone, a candidate needs to be able to carry on a conversation during an interview. If someone can’t carry on a conversation in person, then they’re not very likely to be able to carry on a conversation with a customer over the phone.
Another quality that we look for in potential hires is adaptability. Since we ticket for several different events with varying demographics, you need to be able to adapt to the call depending on who you’re talking to.
You have been with ShowClix for a little over 2 years now, but a dad for almost a year. Do you have any advice for other first time parents out there?
I would say the best advice that I can give to first time parents is don’t be afraid of making mistakes – just make sure that you learn from them. It’s hard to prep for being a parent so there’s a lot of things that you’re not going to know when you first start out and you’re going to make mistakes. The most important thing is that you learn from those mistakes and ask for help when you need it. Even the best parents were first time parents at one point and had a lot to learn themselves.