Smile Agent - Guest Experience - Atlanta Hawks and State Farm Arena (Atlanta · GA)

Atlanta Hawks and State Farm Arena jobs
Sports Jobs in Atlanta · GA
Facility Operations/Event Staff: Game Day/Event Staff
We are taking a responsible approach to creating environments that allow us to do what we do best – host and entertain fans during a basketball game or special event. We’ve been closely monitoring the impact of the pandemic on our communities and team members.  As part of our commitment to health and safety, we are implementing a mandatory vaccine requirement for current full time and part time team members, as well as all newly hired employees. Learn more here.

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-paced 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.

Under the direct supervision of the Guest Engagement leadership team, this position is responsible for providing superior customer service to inbound requests from the guests at State Farm Arena using the computerized ticket equipment to fulfill and process single tickets by operating a PC-based telephone system, email, Chatbot, CRM and 24/7 work order software to provide the exceptional service that the State Farm Arena is known for, both in advance and on the day of the event; provide customer service and information via telephone and email and resolve ticketing issues using Zendesk software. This position maintains unclaimed, lost, or abandoned property with the goal to ensure all lost items are returned to their rightful owner in a timely and efficient manner. These are currently part-time positions with varying shift days and times.

  • Respond to inquiries, provide requested information, and/or resolve issues that may require extensive knowledge of State Farm Arena operations, policies, procedures, and scheduled events.
  • Responsible for providing superior customer service across multiple communications channels including phone, email, and chat through the Zendesk platform.
  • Deliver superior customer service and elevate the guest experience as the first point of contact.
  • Execute our vision to continue to excite our fans through creating superior experiences during our concerts, games, and events while being True To Atlanta. At the core of our brand, it’s about creating superior experiences for our guests.
  • 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.
  • Engage in conversation with guests through various channels of communication; resolve customer service tickets in accordance with established SLAs.
  • Understand/utilize multiple technology platforms to enhance guest experience touchpoints.
  • Assist guests in viewing and selecting tickets by telephone; handle incoming calls and inquiries regarding ticket availability and provide accurate information regarding current and upcoming events.
  • Provide excellent customer service both internally and externally; explain ticketing policies, answer questions, and resolve routine service recoveries.
  • Demonstrate continuous effort to work cooperatively and jointly to provide quality seamless customer service.
  • Maintain unclaimed, lost, or abandoned property with the goal to ensure all lost items are returned to their rightful owner in a timely and efficient manner.
  • Provide consistent and reliable support to supervisory and management staff, assisting with communications, organization and day-to-day activities within ticketing
  • Address routine questions; provide assistance with ADA and other special accommodation requests; give directions; transfer calls; occasionally dispatch to maintenance, housekeeping, suite services, and provide a minimal level of conflict resolution.
  • Serve as a communication bridge between State Farm Arena and guests ensuring the transfer of critical operational information. Excellent customer service, communication, and technological skills.High school diploma, GED, or Equivalent experience working in a customer-facing role.

Required Skills 
  • Tech-savvy with strong technological aptitude
  •  Microsoft Office (Word, Excel, PowerPoint, Outlook)
  •  Effective team, collaborative and service mentality
  •  Ability to listen for understanding and strategically problem solve
  •  Tact and discretion handling fluid information
  •  Ability to be responsible, reliable, and accountable
  •  Strong written and verbal communication capabilities with a strong capacity for ensuring the reliability of the information
  •  Social perception and situational awareness
  •  Substantial experience in interacting in a service/hospitality/sports environment.

  • Previous customer service experience required.
  • Previous call center or equivalent experience required.
  • High School Diploma or Equivalent experience is required
  • Experience in a professional environment providing resolution to guests/clients/customers.
  • Experience in a customer support/call center environment.
  • Demonstrated ability to remain calm and professionally resolve issues in high-pressured situations.
  • Must be poised, articulate, and comfortable working with executives and esteemed guests.
  • Ability to interact with a diverse group of internal/external guests and partners.
  • Possess the ability to work as a team player in a team environment.
  • Experience using Zendesk or similar customer service ticketing software.
  • Physical requirements include the ability to sit for extended periods and lift up to 20 lbs.
*Must be able to work Monday – Friday 8:30 am – 5:30 pm, with occasional flexibility to work special events late nights and weekends.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.


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