Fan Happiness Associate I

Description

About Us:

Live experiences help people cross today’s digital divide and focus on what truly connects us – the here, the now, this once-in-a-lifetime moment that’s bringing us together. To fulfill Gametime’s mission of uniting the world through shared experiences, we make it easy for people to discover and access the live experiences that matter most.

With platforms on iOS, Android, mobile web and desktop supporting more than 60,000 events across the US and Canada, we are reimagining the event ticket industry in order to move at the speed of life.

The Role:

The Fan Happiness Associate is responsible for the direct support of Gametime’s customers. Through various channels including Voice, Chat, SMS, and Email, the main focus of this role is to ensure Gametime’s Fans have a simple and fast purchase experience. The Fan Happiness Associate will report to the Manager of Fan Happiness.

The Role:

What you will own:

NPS

Drive fan loyalty as measured by NPS purchase surveys

Customer Satisfaction

Maintain, or exceed, CSAT goals as measured for each completed fan interaction

Efficiency

Meet, or exceed Service level goals

Reliability

On-time attendance

Reachable through team communication tools during scheduled shifts

Other duties and responsibilities as assigned

What you will do:

Provide incredible fan support and solving problems

Must have excellent written and verbal communication skills to support our users and fans

Multi-task across multiple tools or resources while being engaged with fans

Effectively adapt communication and style to match the needs of the fan

Proactively identify ways to avoid recurrence of fan issues by recommending changes and improvements through our Voice of the Customer processes

Secure and reliable high-speed internet service (minimum 50 megabits download and 10 megabits upload), a quiet distraction-free home office workspace, ergonomic chair, and desk

Flexible and adaptable, able to work well in an evolving environment

Available to work a flexible schedule between the hours of 6am-9pm PST (weekends and some holidays may be required)

Our ideal candidate has:

Bachelor's degree or equivalent experience required

Minimum 2 years working in a contact center providing direct support to fans via phone, e-mail, and chat

Effective written and oral communications

Excellent interpersonal skills

What we can offer:

Flexible PTO

Equity

Medical, dental, & vision insurance

Life insurance and disability benefits

401K, HSA, pre-tax savings programs

New equipment setup provided

Wellness programs

Tenure recognition

Gametime is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.