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.
What you will own:
NPSDrive fan loyalty as measured by NPS purchase surveysCustomer SatisfactionMaintain, or exceed, CSAT goals as measured for each completed fan interactionEfficiency Meet, or exceed Service level goalsReliabilityOn-time attendanceReachable through team communication tools during scheduled shifts Other duties and responsibilities as assigned
What you will do:
Provide incredible fan support and solving problemsMust have excellent written and verbal communication skills to support our users and fansMulti-task across multiple tools or resources while being engaged with fansEffectively adapt communication and style to match the needs of the fanProactively identify ways to avoid recurrence of fan issues by recommending changes and improvements through our Voice of the Customer processesSecure and reliable high-speed internet service (minimum 50 megabits download and 10 megabits upload), a quiet distraction-free home office workspace, ergonomic chair, and deskFlexible and adaptable, able to work well in an evolving environmentAvailable 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 requiredMinimum 2 years working in a contact center providing direct support to fans via phone, e-mail, and chatEffective written and oral communicationsExcellent interpersonal skills
What we can offer:
Flexible PTOEquityMedical, dental, & vision insuranceLife insurance and disability benefits401K, HSA, pre-tax savings programsNew equipment setup providedWellness programsTenure recognition
