Specialist, Guest Engagement

This is a Full 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. If you are not vaccinated, your offer will be rescinded unless you provide - and the Atlanta Hawks & State Farm Arena approves – a valid religious or medical explanation as to why you are not able to get vaccinated that the Atlanta Hawks & State Farm Arena is able to reasonably accommodate. Learn more here about our COVID 19 health and safety protocols.

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 their interactions with you didn't positively impact guests.

Job Summary:

The Guest Engagement Specialist will play a vital role as a Guest Engagement (GE) Operations team member. This role will be responsible for maintaining and reporting on service level standards; Providing actionable insight to business partners on customer trends and opportunities to drive lead improvement. In addition, the Guest Engagement Specialist will also analyze data to identify and implement process improvements that seek to increase associate efficiency and effectiveness; This may involve project work and technology. In addition, this role reports directly to the Guest Experience Operations leadership team and will work closely with several other departments.

Additions to the Role Description:

Here at the Atlanta Hawks and State Farm Arena, we are committed to responding to the needs of all visitors. The role of the Guest Engagement Specialist will seek to champion inclusion in the arena by ensuring that policies and procedures are in place to support event attendees, provide inclusive spaces, and accommodate requests as needed. This role will collect accommodation requests and feedback and help to make strategic recommendations to continue providing an equal and memorable experience for all fans.

Responsibilities:

• Own and redesign as needed; schedules, training plans, etc. to meet changes in the business
• React quickly to trends to ensure accuracy and gather feedback
• Coordinate & lead staff briefings to include updates and service expectations to part-time GE Smile A members on the event day
• Identify inconsistencies in data and partner with teams to investigate and resolve
• Assist the department with additional items deemed necessary
• Working knowledge of specialized software including, Zendesk, Tableau, Teams, Chatbot, Workday, Zoom, and Teams
• Review weekly survey data via Tableau, Zendesk, and other relevant sources to ensure guest satisfaction.
• Collaborate with partner groups to ensure compliance and overall operational excellence.
• Monitor Contact Center performance identifying trends and escalating risks to production. Research into root-cause analysis may be needed.
• Responsible for supporting, reporting, solutions enabling an automated reporting archive for internal and executive users. This includes real-time, intraday, daily, monthly and annual reporting.
• Create reporting from several sources to target business liabilities such as outbound regulatory, agent call avoidance, adherence, penetration and call caps, etc.
• Stay up to date on ADA learnings, training, and requirements
• Work with DEI to maintain the arena's sensory room and ADA accommodations

Qualifications:

• Proficiency with Microsoft Office Software (specifically Outlook, PowerPoint, Excel, and Word)
• Possess hospitality and customer service supervisory experience
• Innovative mindset, with the desire to proactively research the latest guest experience trends and suggest enhancements to the overall operation
• Strong organizational skills, time management skills, and attention to detail required
• Strong verbal and written skills are required
• Excellent ability to establish rapport with others and ability to build strong interpersonal relationships
• Exhibit good judgment and decision-making skills
• Ability to prioritize and manage multiple tasks/projects
• Ability to work effectively without direct supervision
• Entrepreneurial mindset and analytical approach to problem-solving

Education and Experience:

Education:
• Bachelor's degree or equivalent work experience in an analytics role

Experience:
• Experience working in contact centers
• Knowledge of contact center technology platforms
• Experience working with MS Office suite – particularly Excel
• Experience working with Zendesk
• Previous experience in handling ADA accommodation requests

Physical Requirements:
• Ability to lift or move up to 40lbs

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.