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Bilingual Fan Happiness Associate I

Gametime

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United States

Posted on Friday, January 19, 2024

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 Bilingual (Spanish) Fan Happiness Associate is responsible for the direct support of Gametime’s customers in English and Spanish. Through various channels including Voice, Chat, SMS, and Email, the main focus of this role is to ensure Gametime’s customers 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 in both English and Spanish
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 in both English and Spanish
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

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.