Fan Happiness Associate, Gametime

• Customer Interaction: Ability to deliver high-quality support across multiple channels (Voice, Chat, SMS, Email)
• Multi-tasking: Proficiency in using multiple tools simultaneously while actively engaging with fans
• Adaptable Communication: Effectively adjusts communication style to meet fan needs
• Proactive Problem-Solving: Identifies ways to prevent repeat fan issues and recommends changes through Voice of the Customer processes
• Critical Thinking: Demonstrates strong critical thinking and decision-making skills under pressure
• Education: Bachelor’s degree or equivalent experience required
• Experience: Minimum of 2 years in a contact center, providing direct support via phone, email, and chat
• Reliable high-speed internet (minimum 50 Mbps download, 10 Mbps upload)
• A quiet, distraction-free home office with ergonomic furniture
• Availability to work flexible hours, including weekends and holidays

Desirable

• The Fan Happiness Associate I is responsible for delivering direct support to Gametime’s customers, ensuring a seamless and enjoyable purchase experience.
• This role prioritizes quick and efficient fan interactions through voice, chat, SMS, and email.
• The ideal candidate will demonstrate exceptional communication skills and a proactive problem-solving approach, playing a crucial role in maintaining high levels of customer satisfaction and loyalty.
• This role requires availability to work weekends, holidays, and varying shifts within our operating hours of 6:00 AM to 8:00 PM PST, as we are open seven days a week. Flexibility is essential to meet the needs of our customers and team
• Fan Loyalty: Drive fan loyalty as measured by Net Promoter Score (NPS) purchase surveys
• Customer Satisfaction: Maintain or exceed Customer Satisfaction (CSAT) goals for each completed fan interaction
• Efficiency: Meet or exceed service level goals
• Reliability: Ensure on-time attendance and consistent availability via team communication tools during scheduled shifts
• Additional Duties: Perform other duties and responsibilities as assigned
• What Makes You a Gamechanger:
• CSAT: Achieve a minimum score of 80%
• Quality Score: Maintain a minimum score of 80%
• SLA: Achieve an 80% SLA (Service Level Agreement)
• Tests: Meet a minimum score of 80% on assessments
• Keys to Success:
• Regular participation in team meetings
• Utilizing resources available in the Learning Management System
• Active collaboration and knowledge-sharing with peers