Bilingual Fan Happiness Associate I

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What you'll do / own:

• Provide incredible fan support and solving problems
• Must have excellent written and verbal communication skills to support our users and fans
• Multi-task across multiple tools or resources while being engaged with fans
• Effectively adapt communication and style to match the needs of the fan
• Proactively identify ways to avoid recurrence of fan issues by recommending changes and improvements through our Voice of the Customer processes
• Secure and reliable high-speed internet service (minimum 50 megabits download and 10 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)

Our ideal candidate has:

• Bachelor's degree or equivalent experience required
• Minimum 2 years working in a contact center providing direct support to fans via phone, e-mail, and chat
• Effective written and oral communications
• Excellent interpersonal skills

How we measure success in this role:

• Maintain an NPS of 65, CSat of 80%, and Quality score: 80%
• Adhere to our SLA a minimum of 80%
• Score a minimum of 80% on internal tests administered

What we can offer you:

• Flexible PTO
• Medical, dental, & vision insurance
• Life insurance and disability benefits
• 401K, HSA, pre-tax savings programs
• New equipment setup provided
• Wellness programs
• Tenure recognition