Baseball-Full Time Premium Client Service Representative

  MLB Franchise
  West Region
  Sports Services
  Posted/Updated: 05/16/19



Job Summary

Overview
  • Reports to the Manager of Client Services.
  • Works closely with the Director of Premium Sales and Service.
  • Primary caretaker of a Club accounts.  
  • Services client’s needs through various touchpoints, relationship building, problem solving and upselling. 
  • The goal is to renew accounts and achieve company service and ticket revenue goals.
Duties/Responsibilities
  • Provides flawless customer service and renew by taking a proactive service approach, activating client benefits and cross-selling.
  • Take the lead with problem resolution for all guests.
  • Explore and initiate cross-sale opportunities including group tickets, suite rentals, mini-plans and individual game tickets.
  • Execute and communicate customer benefits, amenities, services, programs, surveys and events throughout the calendar year.
  • Execute proactive Client Service Plan through outbound calls, email and face-to-face meetings.
  • Log touchpoints in Salesforce to properly track overall service levels.
  • Work closely with Ticket Office staff with inbound customer inquiries and problem solving.
  • Liaises with Sales Representatives in the transition from point of sale to service objectives.
  • Position will be evaluated based on revenue and seat renewal percentage, quality of customer communication and overall performance.
  • Work with game day service staff to trouble shoot and report any immediate game day actions to resolve guest or service changes in a timely manner.
Qualifications
  • Bachelor’s degree preferred.
  • Minimum of two-years of customer relations/service and sales experience.
  • Experience in hospitality, entertainment or sports industry preferred.
  • Must have a passion for customer service and have the ability seek sales opportunities.
  • Excellent communication/interpersonal skills are a necessity.
  • Excellent organizational skills.
  • Ability to handle heavy phone volume, both outbound and inbound.
  • Flexibility to work weekends, nights, and holidays as required by schedule of events.
  • Experience or working knowledge of Tickets.com.
  • Provenue ticketing platform and Salesforce CRM data solution preferred.
  • Team oriented, competitive, professional and self-starting.


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