Bilingual Fan Happiness Associate I

The Role:

The Bilingual Fan Happiness Associate I is responsible for delivering direct support to Gametime’s customers in both English and Spanish, ensuring a seamless and enjoyable purchase experience. This role prioritizes quick and efficient fan interactions through voice, chat, SMS, and email. The ideal candidate will demonstrate exceptional communication skills, be fluent in English and Spanish, and have a proactive problem-solving approach, playing a crucial role in maintaining high levels of customer satisfaction and loyalty. This role requires availability to work weekends, holidays, and varying shifts within our operating hours of 6:00 AM to 8:00 PM PST, as we are open seven days a week. Flexibility is essential to meet the needs of our customers and team.

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.

United States - Pay Range

$19—$19 USD