Fan Happiness Associate I
About Us:
Live experiences help people cross today’s digital divide and focus on what truly connects us – the here, the new, 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 25,000 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.
What you'll be doing:
- 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
- Skills and Knowledge
- 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 Expectations:
- Minimum key performance indicator scores:
- NPS: 65
- CSat: 80%
- Quality score: 80%
- SLA: 80%
- Tests: 80%
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
- 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)
- 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
- Diverse Family-forming benefits through Carrot Fertility
- Wellness programs
- Tenure recognition
$18 - $20 an hour
At Gametime pay ranges are subject to change and assigned to a job based on specific market median of similar jobs according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget.
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.