The Role:
The Fan Happiness Associate is responsible for the direct support of Gametime’s customers. As Fan Happiness Associate you will communicate with customers through various channels including Voice, Chat, SMS, and Email. The main focus of this role is to ensure Gametime’s customers have a simple and fast purchase experience.
What You’ll Do/Own:
- Drive customer loyalty as measured by NPS purchase surveys
- Maintain, or exceed, CSAT goals as measured for each completed customer interaction
- Meet, or exceed Service level goals
- Other duties and responsibilities as assigned.
Our Ideal Candidate Has:
- Provide incredible customer support and solving problems in both English and Spanish
- Must have excellent written and verbal communication skills to support our users and customers
- Multi-task across multiple tools or resources while being engaged with customers
- Effectively adapt communication and style to match the needs of the customer
- Proactively identify ways to avoid recurrence of customer issues by recommending changes and improvements through our Voice of the Customer processes
- You have access to reliable High-speed Internet service (10 megabits download and 3 megabits upload), a quiet distraction-free home office workspace, ergonomic chair, and desk
- Flexible and adaptable, able to work well in an evolving environment
- Available to work a flexible schedule between the hours of 6am-9pm PST (weekends and some holidays may be required)