Guest Engagement Manager
Atlanta Hawks
Atlanta, GAThis was removed by the employer on 8/25/2021 4:23:00 PM PST
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Part Time Job
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 a 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.
A quick summary about the Guest Engagement Manager role:
The Guest Engagement Manager will manage a team of full-time and part-time team members to provide best-in-class customer support across designated communications channels before, during, and after events. This role will develop service level agreements and key performance metrics to track customer engagement and measure success. The Guest Engagement Manager will use the customer service ticketing platform to aggregate inbound contacts, communicate with patrons, and resolve tickets. This person will work within the Guest Experience department ensuring close coordination and partnership Guest Experience Operations team. An ideal candidate will have in-depth knowledge of the sports and entertainment industry and the corresponding organizational structure in order to collaborate across departments for broad success.
What the Guest Engagement Manager will be responsible for:
Guest Engagement
• Manage customer support center for Atlanta Hawks and State Farm Arena events.
• Fulfill administrative responsibilities for the customer support center.
• Manage a team of part-time customer service agents providing support center coverage during business hours as well as event hours.
• Ensure excellent customer service engagement across communications channels including phone, email, text, chat, and future platforms.
• Develop service level agreements and key performance metrics to measure customer support effectiveness.
• Oversee the content development and publishing for internal and external knowledge center articles.
• Partner with various departments to ensure that public-facing information is current and accurate across communications channels.
• Review ADA policies to ensure that best practices are in place and upheld.
• Support guests with ADA need by providing pre-event informational support and coordinating in-event assistance for an exceptional experience.
• Aggregate guest feedback across communications channels, and provide service recovery for designated situations.
• Partner with other departments for platform integrations and workflow development.
• Engage with remote fans digitally and through the mail.
• Ensure that agents and all team members are receiving training on various platforms and internal processes.
LOST & FOUND
• Utilize lost and found management software to maintain an accurate lost and found inventory and exceed the lost item SLA.
• Manage the storage, return, and donation process for items lost at the arena.
RISK MANAGEMENT
• Review post-event incident reports and proactively contact involved parties.
• Provide customer-facing support for claims process with internal and external stakeholders.
What the Guest Engagement Manager needs to have:
• Must have Call Center and Customer Support Center management experience
• Must have Customer Support Ticketing experience (preferably Zendesk)
• Must be proficient in Microsoft Office product suite
• Must have proven verbal and written communication skills
• Must be able to consistently provide high-quality customer service; customer-facing experience
• Ability to work independently as well as part of a team
• Ability to work effectively on own initiative and with a can-do attitude
• Accuracy and attention to detail required
Education and Experience:
• 4-Year Degree in a relevant area of study.
• 3 years of experience in customer engagement and call center environment
Physical requirements
• Ability to lift up to 40 pounds.
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.