Smile Agent
Atlanta Hawks
Atlanta, GAThis was removed by the employer on 12/6/2018 8:17:00 PM PST
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Full Time Job
PURPOSE (THE WHY): Serve the needs of and provide support to our Guests, and partners to ensure a positive, memorable experience for all, while exhibiting the attributes of the SMILE philosophy.
THE ROLE (THE HOW): Proactively supports our Guests by providing genuine care during the delivery of our SMILE philosophy as well as during times when it is necessary to provide service recovery.
RESPONSIBILITIES/DUTIES: Accountable for professionally engaging in conversation with guests through various channels of communication; responding timely and with resolution to internal and external guests inquiries and service opportunities; and understand/utilize multiple technology platforms to enhance guest experience touchpoints. Additionally, this role will provide administrative support to the Guest Experience leadership team where necessary.
The successful SMILE Agent will bring Southern Hospitality, Make a Moment, Individuals Matter, Listen & Learn and Empowerment to life by responding to inquiries, providing requested information and/or resolving service disruptions that may require extensive knowledge of State Farm Arena operations, policies and procedures or of specific scheduled events. They will regularly operate a PC-based telephone system, 2-way radio, email, 24/7 and CRM software, Chabot and work order software to provide the exceptional service that the State Farm Arena will become known for. Additional responsibilities/duties:
• Addresses routine questions; provides assistance with ADA and other special accommodation requests; gives directions; transfers calls; occasional dispatch to maintenance, housekeeping, suite services, and provide a minimal level of conflict resolution.
• Assists in the development, implementation and activation of technology solutions to improve the guest experience.
• Serves as a communication bridge between leadership and Smile Makers, ensuring the transfer of critical operational information.
• Organizes and prioritizes various tasks/projects to meet specified budgets and deadlines.
• Occasionally assist with the planning, execution and feedback of internal events.
• Other duties that will add value to the Guest & Employee Experience and bring SMILE to life.
SKILLS
• Tech savvy with strong technological aptitude
• Effective team, collaborative and service mentality
• Ability to listen for understanding and strategically problem solve
• Utilization of critical thinking to speedily make decisions
• Strong written and verbal communication capabilities
• Social perception and situational awareness
QUALIFICATIONS: Please list all qualifications, indicating required and preferred
Required
• Substantial experience in interacting in a service/hospitality/sports environment.
• Experience in a professional environment providing resolution to guests/clients/customers.
• 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.
• Must be able to work Monday – Friday 8:30 am – 5:30 pm, with occasional flexibility to work special events late nights and weekends.
• 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.
• Physical requirements include ability to sit for extended periods and lift up to 20 lbs.
• Must be able to pass a criminal background check.
Preferred
• 4 year college degree with focus in Hospitality, Sports & Entertainment, Communication
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Job Questions:
• How did you hear about this job?
• Were you referred by a Hawk's employee? If so, who?