Smile Agent, Guest Engagement

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 guests weren’t positively impacted by their interactions with you.

What will you do:

The Smile Agent plays a key role on the Guest & Part-Time Employee Engagement team. This position is responsible for maintaining service level standards, reporting on performance metrics, and delivering actionable insights to business partners based on customer trends and opportunities. These insights help drive continuous improvement across the Guest Engagement department’s platforms.

In this role, the Smile Agent will:

• Engage with part-time team members to foster positive interactions and boost morale, contributing to a more satisfying workplace experience.
• Analyze data from customer and employee satisfaction reports to enhance both guest and employee experiences.
• Support customer service operations by assisting with inquiries and resolving issues across multiple platforms, including phone, email, and chat.

This position combines data-driven decision-making with direct engagement to ensure a seamless and uplifting experience for both guests and employees.

Employee Engagement:

At the Atlanta Hawks and State Farm Arena, we are dedicated to creating a workplace where every team member feels valued, included, recognized, and rewarded for their hard work and commitment.

The Guest & Part-Time Employee Engagement Smile Agent will play a key role in supporting morale and engagement initiatives for our part-time arena team members. This position also helps implement front-of-house activations that enhance the guest’s experience, ensuring both employees and guests feel welcomed and appreciated.

Guest Engagement:

At the Atlanta Hawks and State Farm Arena, our commitment to exceptional customer service is supported by powerful tools like the Salesforce CRM platform and the Satisfi Labs platform.

The Guest & Part-Time Employee Engagement Smile Agent is responsible for managing inbound and outbound calls, responding to emails and chats, and ensuring all interactions meet the service level agreements established for both our department and our guests.

Responsibilities:

• Respond promptly to emerging trends to ensure accuracy and gather relevant feedback.
• Effectively de-escalate guest concerns and resolve issues within 24–48 hours.
• Support the department with additional tasks and responsibilities as needed.
• Maintain working knowledge of key software platforms, including Salesforce, Workday, Zoom, Boomerang, and other tools as required.
• Manage administrative responsibilities for the Boomerang Lost & Found program, including retrieving items from previous events within 24–48 hours.
• Accurately match, update, discard, and return lost items to guests with urgency and care.
• Plan and execute creative activations to support part-time employee engagement initiatives.

Qualifications:

• 1-2 years of Salesforce experience
• 1-2 years of experience in a contact center environment
• 1-2 years of experience in employee engagement initiatives and activations
• Excellent customer service, communication, leadership, and technological skills.
• Must have excellent verbal and written communication skills
• Ability to actively listen, comprehend the customer’s needs, and accurately deliver information
• Ability to enhance, build, and promote morale and engagement for guests and team members
• Ability to multitask with a strong attention to detail
• Ability to project and maintain a professional demeanor in a call center and corporate environment
• Availability:
  • Mornings, Nights, Weekdays, Weekends, and Holidays
• Strong technological aptitude
• Microsoft Office Suite experience (Word, Excel, PowerPoint, Outlook)
• Canva, Adobe Creative Experience
• High school diploma, GED, or equivalent experience working in a customer-facing role.

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.

If this opportunity looks exciting to you, please complete the application process. Go Hawks!