Specialist, Guest Engagement

1 month ago

Atlanta, United States AEG Full time
In order to be considered for this role, after clicking "Apply Now" above and being redirected, you must fully complete the application process on the follow-up screen.

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.

As a part of this strategy, the Specialist will define and implement innovative practical solutions that support the development ofcritical business and leadership skills. The individual will need to understand the environment and business operations, forecast critical skill requirements, provide leadership, professional and career development programs.

This role is also responsible for effective integration and partnership with HR Business Partners within our various lines of business and external 3rd party vendors. Candidates must have prior experience delivering creative learning solutions via formal training and development, relationship-based and on-the-job platforms, as well as leveraging workforce analytics to develop and evaluate solutions. The Director may also lead talent management initiatives outside of learning and development as assigned.

What you will do: The Guest Engagement Specialist will be vital as a Guest Engagement (GE) team member. This role will maintain and report service level standards and provide actionable insight to business partners on customer trends and opportunities to drive lead improvement for the Guest Engagement department's platforms. This position is responsible for using data such as customer satisfaction reports, post-event surveys, and complaints via multi-omni channels. The Guest Engagement Specialist can develop strategies and techniques to enhance the service department's effectiveness. They may also work directly with customers, helping to troubleshoot issues and resolve customer dissatisfaction. Keep up to date with new industry technology releases and new industry functionality. Identify and report back root causes and resolution of significant process and database incidents to avoid recurring issues. Participate in all Customer Service technical projects. Prepare technical incident reports when required. Actively participate in building Salesforce Knowledgebase updates and report back to the Sr. Manager in setting strategic departmental technical goals based on company objectives. Participate in cross-division training programs (IT, Finance, Marketing, Analytics, and Customer Service) to strengthen operational knowledge within Salesforce and Satisfi Lab Chatbot with team leaders on customer escalations to get technical issues analyzed and develop sustainable solutions. Performs other related duties as assigned. The omission of specific duties does not preclude the Sr. Manager from assigning duties that logically relate to the position. In addition, this role reports directly to the Sr. Manager of Guest Engagement and will work closely with several other departments.

Additions to the Role Description:

Employee Engagement:

At the Atlanta Hawks and State Farm Arena, we are committed to ensuring team members are valued, included, rewarded, and recognized for their hard work and dedication to our organization. The Guest Engagement Specialist will assist with driving and implementing morale & engagement initiatives for part-time arena team members and implementing front-of-house activations for guests.

DEI:

At the Atlanta Hawks and State Farm Arena, we are committed to responding to the needs of all visitors. The role of the Guest Engagement Specialist will seek to champion inclusion in the arena by ensuring that policies and procedures are in place to support event attendees, provide inclusive spaces, and accommodate requests as needed (including ADA accommodations). This role will collect accommodation requests and feedback and help to make strategic recommendations to continue providing an equal and memorable experience for all fans.

Lost & Found:

At the Atlanta Hawks and State Farm Arena, we are committed to successfully returning lost items to our guests. The Guest Engagement Specialist will oversee the Boomerang platform for our Lost and Found program by ensuring lost and found items are picked up from designated areas and logged into the Boomerang platform within 24-48 hours of an event. In addition, the Specialist will implement process improvements to increase the return rate for our guests' efficiency and effectiveness by matching, updating, discarding, and returning items to our guests with a sense of urgency.

Responsibilities:
  • Own and redesign as-needed schedules, training plans, etc., to meet changes in the business
  • React quickly to trends to ensure accuracy and gather feedback
  • De-escalate escalations with proper resolution within 24-48 hours
  • Coordinate & lead Staff Briefing and Smile Chats to include updates and service expectations to part-time Guest Engagement Smile Agent members on the event day/monthly cadence
  • Identify inconsistencies in data and partner with teams to investigate and resolve
  • Assist the department with additional items deemed necessary
  • Working knowledge of specialized software including Salesforce, Tableau, Teams, Teamswork Chatbot, Workday, Zoom, Boomerang, and additional software deemed necessary
  • Review weekly survey data via Tableau, Salesforce, Chatbot, and other relevant sources to ensure guest satisfaction.
  • Collaborate with partner groups to ensure compliance and overall operational excellence.
  • Monitor the Department's performance, identifying trends and escalating risks to production research into root-cause analysis may be needed.
  • Responsible for supporting, reporting, updating, and enabling an automated reporting archive for internal and executive users. This includes real-time, intraday, daily, monthly, and annual reporting.
  • Create reporting from several sources to target business liabilities such as KPI dashboards, Inbound Calls dashboards, Team Engagement dashboards, Performance Evaluation dashboards
  • Responsible for conducting thorough and accurate quality assurance evaluation of the Smile Agents' cases/calls creations on a monthly cadence
  • Update and maintain knowledge articles and resources in Salesforce and Chatbot, ensuring attention to detail and data accuracy
  • Responsible for overseeing the Boomerang Lost & Found program, picking up lost & found items from previous events within 24-48 hours of an event
  • Responsible for matching, updating, discarding, and returning items to our guests with a sense of urgency
  • Stay up to date on ADA learnings, training, and requirements
  • Work with DEI business partners to maintain the arena's sensory room and ADA accommodations
  • Implement innovative activations for FOH and part-time employee engagement initiatives
QUALIFICATIONS:
  • 1-2 years of Salesforce Experience
  • 2-3 years of Leadership Experience in a Contact Center Environment
  • 1-2 years of Experience leading Employee Engagement Initiatives and Activations
  • Excellent customer service, communication, leadership, and technological skills.
  • Experience Excellent verbal and written communication skills
  • Ability to actively listen, comprehend customer's needs and accurately deliver information
  • Ability to enhance, build, and promote morale and engagement for guests and team members
  • Ability to multitask with a strong attention to detail
  • Ability to project and maintain a professional demeanor in a call center and corporate environment
  • Availability: Mornings, Nights, Weekdays, Weekends, and Holidays
  • Strong technological aptitude
  • Microsoft Office Suite experience (Word, Excel, PowerPoint, Outlook)
  • Canva, Adobe Creative Experience
  • High school diploma, GED, or equivalent experience working in a customer-facing role.


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.

If this opportunity looks exciting to you, please complete the application process. Go Hawks

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