What are the responsibilities and job description for the Smile Agent, Guest Engagement position at Atlanta Hawks?
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.
The Smile Agent will play a vital role on the Guest & Part-Time Employee Engagement team. This position will monitor and report on service-level standards while providing business partners with actionable insights into customer trends and opportunities to improve lead performance across the Guest Engagement department’s platforms.
Smile Agents engage with part-time team members, foster positive interactions, and boost morale to enhance overall workplace satisfaction. They use data, including customer and employee satisfaction reports, to help create an effortless experience for both guests and employees. Smile Agents may also work directly with customers to troubleshoot issues and resolve dissatisfaction.
Additionally, they support customer volume across multiple channels, including phone, email, and chat.
Key Responsibilities:
React quickly to trends to ensure accuracy and gather feedback
De-escalate escalations with proper resolution within 24-48 hours
Assist the department with additional items deemed necessary
Working knowledge of specialized software including Salesforce, Workday, Zoom, Boomerang, and additional software deemed necessary
Responsible for handling the administrative needs for the Boomerang Lost & Found program, picking up lost & found items from previous events within 24-48 hours of an event
Responsible for matching, updating, discarding, and returning items to our guests with a sense of urgency
Implement & execute the innovative activations for part-time employee engagement initiatives
Implement & execute the innovative activations for part-time employee engagement initiatives
Working knowledge of specialized software including Salesforce, Workday, Zoom, Boomerang, and additional software deemed necessary
Requirements:
High School Diploma
1-2 Years Salesforce CRM Platform Experience
2-3 Years Contact Center Experience
1-2 Years of Supervision Experience
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!