Smile Agent, Guest Engagement

About Us

We are a professional basketball team and state-of-the-art arena/entertainment venue specializing in creating memorable experiences for every guest. Our venue hosts live sports, concerts, comedy shows, family shows, and other world-class events. We thrive in the fast-paced world of sports and live entertainment, working hard, executing flawlessly, and celebrating our successes. Our goal is to deliver wonderful experiences that create lasting memories, and we surround ourselves with people who are the best at what they do.

About You

You are an enthusiastic lover of sports, live entertainment, and people, with a true passion for engaging in meaningful interactions and creating memorable experiences for all guests. You strive to be helpful, engaging, and knowledgeable about the Atlanta Hawks and State Farm Arena. You enjoy being part of an exciting and dynamic team and are committed to continuously enhancing your team’s productivity and effectiveness. You work hard, celebrate hard, and aim to positively impact every guest interaction.

Responsibilities

• React quickly to trends to ensure accuracy and gather feedback.
• De-escalate and resolve customer escalations within 24-48 hours.
• Assist the department with additional tasks as needed.
• Maintain a working knowledge of specialized software, including Salesforce, Workday, Zoom, Boomerang, and others.
• Handle administrative needs for the Boomerang Lost & Found program, including picking up lost items within 24-48 hours of an event, matching, updating, discarding, and returning items to guests with urgency.
• Implement and execute innovative activations for part-time employee engagement initiatives.
• Support customer volume across multiple channels, including phone, email, and chat.
• Use data, such as customer and employee satisfaction reports, to create an effortless experience for guests and employees.
• Engage with part-time team members to foster positive interactions and boost morale.
• Work directly with customers to troubleshoot issues and resolve dissatisfaction.

Requirements

• High School Diploma.
• 1-2 years of Salesforce CRM Platform experience.
• 2-3 years of contact center experience.
• 1-2 years of supervision experience.