Bilingual Fan Happiness Associate I
Gametime
The Role:
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:
- Bilingual Communication: Proficient in both English and Spanish with the 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.
- Language Proficiency: Fluent in both English and Spanish, with excellent written and verbal communication skills in both languages.
- 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.
- 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
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.