Fan Happiness Associate I

Above & Beyond: The Impact You’ll Make:

• Fan Loyalty: Drive fan loyalty as measured by Net Promoter Score (NPS) purchase surveys.
• Customer Satisfaction: Maintain or exceed Customer Satisfaction (CSAT) goals for each completed fan interaction.
• Efficiency: Meet or exceed service level goals.
• Reliability: Ensure on-time attendance and consistent availability via team communication tools during scheduled shifts.
• Additional Duties: Perform other duties and responsibilities as assigned.

Always Be Curious: Skills You’ve Learned Along The Way:

Technical Skills:

• Customer Interaction: Ability to deliver high-quality support across multiple channels (Voice, Chat, SMS, Email).
• Multi-tasking: Proficiency in using multiple tools simultaneously while actively engaging with fans.

Interpersonal Skills:

• Adaptable Communication: Effectively adjusts communication style to meet fan needs.
• Proactive Problem-Solving: Identifies ways to prevent repeat fan issues and recommends changes through Voice of the Customer processes.

Problem-Solving and Decision-Making:

• Critical Thinking: Demonstrates strong critical thinking and decision-making skills under pressure.

Minimum Qualifications:

• Education: Bachelor’s degree or equivalent experience required.
• Experience: Minimum of 2 years in a contact center, providing direct support via phone, email, and chat.
• Other Requirements:
  • Reliable high-speed internet (minimum 50 Mbps download, 10 Mbps upload).
  • A quiet, distraction-free home office with ergonomic furniture.
  • Availability to work flexible hours, including weekends and holidays.

Preferred Qualifications:

• Prior experience with CRM systems, especially Kustomer.
• Familiarity with learning management systems such as Absorb.

What Makes You a Gamechanger:

• CSAT: Achieve a minimum score of 80%.
• Quality Score: Maintain a minimum score of 80%.
• SLA: Achieve an 80% SLA (Service Level Agreement).
• Tests: Meet a minimum score of 80% on assessments.

Keys to Success:

• Regular participation in team meetings.
• Utilizing resources available in the Learning Management System.
• Active collaboration and knowledge-sharing with peers.

What we can offer:

• Accrued PTO
• Competitive hourly rate & equity package
• Monthly Gametime credits for any event ($1,200/yr)
• Medical, dental, & vision insurance
• Life insurance and disability benefits
• 401k, HSA, pre-tax savings programs
• Wellness programs
• Tenure recognition