SMILE Agent with Atlanta Hawks and State Farm Arena in Atlanta, GA

Atlanta Hawks and State Farm Arena jobs
Sports Jobs in Atlanta, GA
Facility Operations/Event Staff: Event Guest Relations
Who are we: A professional basketball team and state-of-the-art arena/entertainment venue that specializes in creating memorable experiences for each guest we interact with. Some of our favorite things are live sports, concerts, comedy shows, family shows, and most any other world-class event you can think of, and we’re looking for someone who shares the same interests. We live for the fast pace world of sports & live entertainment, and as such, we work hard, run fast, execute flawlessly, and party it up when it all comes together. Lastly, we strive to deliver wonderful experiences that create lasting memories, and we prefer to surround ourselves with those who are the best at what they do.
 
Who are you: An enthusiastic lover of sports, live entertainment and people. You have true passion for engaging in meaningful interactions and creating memorable experiences for all guests. You strive to be helpful, engaging and knowledgeable of all things Atlanta Hawks and State Farm Arena. You enjoy being a part of an exciting and dynamic group, and you’re committed to continuously enhancing the productivity and effectiveness of your team. Lastly, you enjoy working hard and celebrating hard, and you’d be shocked if guests weren’t positively impacted by their interactions with you.

PURPOSE (THE WHY): 
Serve the needs of and provide support to our Guests, and partners to ensure a positive, memorable experience for all, while exhibiting the attributes of the SMILE philosophy.

THE ROLE (THE HOW): 
Proactively supports our Guests by providing genuine care during the delivery of our SMILE philosophy as well as during times when it is necessary to provide service recovery.     

RESPONSIBILITIES/DUTIES:
Accountable for professionally engaging in conversation with guests through various channels of communication; responding in a timely manner and with resolution to internal and external guests’ inquiries and service opportunities; and understand/utilize multiple technology platforms to enhance guest experience touchpoints.  Additionally, this role will provide administrative support to the Guest Experience leadership team where necessary.   

The successful SMILE Agent will bring Southern Hospitality, Make a Moment, Individuals Matter, Listen & Learn and Empowerment to life by responding to inquiries, providing requested information, and/or resolving service disruptions that may require extensive knowledge of State Farm Arena operations, policies, procedures, and specific scheduled events.  They will regularly operate a PC-based telephone system, 2-way radio, email, 24/7 software, CRM software, Chatbot, and work order software to provide the exceptional service that the State Farm Arena will become known for. 



Additional responsibilities for the SMILE Agent include: 
  • Addresses routine questions from guests on designated platforms.
  • Assists in the development, implementation, and activation of technology solutions to improve the guest experience.
  • Helps with ADA and other special accommodation requests.
  • Leads SMILE Agent team through coordinating and scheduling coverage and building success metrics and standards.
  • Performs Service Recovery outreach and fulfillment.
  • Provides incident management and support by gathering information and supporting the claims process.
  • Reviews and compiles information from guest feedback channels.
  • Screens and routes calls to the appropriate departments and personnel within the organization.
  • Serves as a communication bridge between leadership and SMILE Makers, ensuring the transfer of critical operational information.  

SKILLS
  • Strong technical aptitude
  • Collaborative service mentality 
  • Active listening with strategic problem solving
  • Critical thinking for quick decisions
  • Strong written and verbal communication
  • Social perception and situational awareness
     
QUALIFICATIONS:
Required
  • Significant experience interacting in a service/hospitality/sports environment
  • Experience in a professional environment providing resolution to guests/clients/customers
  • Ability to resolve issues in high-pressure situations 
  • Ability to work with executives and esteemed guests  
  • Availability to work Monday through Friday, 8:30 am to 5:30 pm with occasional flexibility to work special events late nights and weekends 
  • Ability to interact with a diverse group of guests and partners 
  • Ability to work as a team player in a team environment
  • Physical requirements include ability to sit for extended periods and lift up to 20 lbs.
  • Pass a criminal background check

Preferred
  • 4 year college degree with a focus in hospitality, sports and entertainment, and communication
  • Experience using help desk software
  • Experience in the insurance industry working with claims and customer service

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. 

Job Questions:

  1. How did you hear about this job?

  2. Were you referred by a Hawk's employee? If so, who?

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