Guest Engagement Coach
Atlanta Hawks and State Farm Arena
Atlanta, GAThis was removed by the employer on 9/22/2021 4:22:00 PM PST
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Part Time Job
We are taking a responsible approach to creating environments that allow us to do what we do best – host and entertain fans during a basketball game or special event. We've been closely monitoring the impact of the pandemic on our communities and team members. As part of our commitment to health and safety, we are implementing a mandatory vaccine requirement for current full time and part time team members, as well as all newly hired employees. Learn more here.
Who are we: A professional basketball team and state-of-the-art arena/entertainment venue that specializes in creating memorable experiences for each guest we interact with. Some of our favorite things are live sports, concerts, comedy shows, family shows, and most any other world-class event you can think of, and we're looking for someone who shares the same interests. We live for the fast-paced world of sports & live entertainment, and as such, we work hard, run fast, execute flawlessly, and party it up when it all comes together. Lastly, we strive to deliver wonderful experiences that create lasting memories, and we prefer to surround ourselves with those who are the best at what they do.
Who are you: An enthusiastic lover of sports, live entertainment, and people. You have true passion for engaging in meaningful interactions and creating memorable experiences for all guests. You strive to be helpful, engaging, and knowledgeable of all things Atlanta Hawks and State Farm Arena. You enjoy being a part of an exciting and dynamic group, and you're committed to continuously enhancing the productivity and effectiveness of your team. Lastly, you enjoy working hard and celebrating hard, and you'd be shocked if guests weren't positively impacted by their interactions with you.
Position Description:
Under the direct supervision of the Guest Engagement leadership team, this position is responsible for ensuring the Smile Agents provide superior customer service to inbound requests from the guests at State Farm Arena using computerized ticket equipment to fulfill and process single tickets by operating a PC-based telephone system, email, Chatbot, CRM and 24/7 work order software to provide the exceptional service that the State Farm Arena is known
for, both in advance and on the day of the event; provide customer service and information via telephone and email and resolve ticketing issues using Zendesk software. This position maintains unclaimed, lost, or abandoned property with the goal to ensure all lost items are returned to their rightful owner in a timely and efficient manner. These are currently part-time positions with approximately 30 hours worked weekly, shift time range 9:00 AM - 5:30 PM.
Summary:
The role of a Guest Engagement Coach is to act as support for our Guest Engagement Leadership team by ensuring Smile Agents are providing an unforgettable experience for guests. This is done through personal interactions, coaching, and leading our Smile Agents to create a fun, exciting, and energetic working environment throughout all State Farm Arena inbound communication.
Responsibilities:
• Use Zendesk to respond to inquiries, provide requested information, and/or resolve issues that may require extensive knowledge of State Farm Arena operations, policies, procedures, and scheduled events.
• Lead by demonstrating a continuous effort to work cooperatively and jointly to provide quality seamless customer service.
• Perform Quality Assurance Checks on calls; Using the Live calls dashboard, Guest Engagement Coach can see at-a-glance all ongoing calls, listen in on agent conversations, and drop in on calls when agents need additional support or escalation.
• Collaborate with Guest Engagement Leadership on Service Recoveries.
• Assist with implementation of tools and resources provided by Guest Engagement Leadership.
• Source continued educational training and development for existing staff and future new hires.
• Design call script for Smile Agents.
• Triage Zendesk tickets.
• Collaborate cross-departmentally to ensure tickets are solved in a timely manner.
• Rotate Guest Experience POC (Point of Contact) shift on event days with responsibility for all Guest
• Experience escalations for respective events.
QUALIFICATIONS:
• Zendesk Experience
• Excellent customer service, communication, and technological skills.
• Availability 9:00 AM - 5:30 PM Monday-Friday.
• High school diploma, GED, or equivalent experience working in a customer-facing role.
Required Computer Skills
• Strong technological aptitude
• Microsoft Office Suite experience (Word, Excel, PowerPoint, Outlook)
Preferred Skills:
• Effective team, collaborative and service mentality
• Ability to listen for understanding and strategically problem solve
• Tact and discretion handling fluid information
• Ability to be responsible, reliable, and accountable
• Strong written and verbal communication capabilities with a strong capacity for ensuring the reliability of the information
• Social perception and situational awareness
• Substantial experience in interacting in a service/hospitality/sports environment.
Education
/ Experience
• Previous customer service experience required.
• Previous call center or equivalent experience required.
• High School Diploma or Equivalent experience is required
• Experience in a professional environment providing resolution to guests/clients/customers.
• Experience in a customer support/call center environment.
• Demonstrated ability to remain calm and professionally resolve issues in high-pressured situations.
• Must be poised, articulate, and comfortable working with executives and esteemed guests.
• Ability to interact with a diverse group of internal/external guests and partners.
• Possess the ability to work as a team player in a team environment.
• Experience using Zendesk or similar customer service ticketing software.
• Physical requirements include the ability to sit for extended periods and lift up to 20 lbs.
• Must be able to pass a criminal background check.
Compensation:
$20/hr
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.