Customer Service Representative

3 weeks ago

Pittsburgh, United States Pittsburgh Pirates Full time
The Pirates Why

The Pittsburgh Pirates are a storied franchise in Major League Baseball who are reinventing themselves on every level. Boldly and relentlessly pursuing excellence by:
  • purposefully developing a player and people-centered culture;
  • deeply connecting with our fans, partners, and colleagues;
  • passionately creating lifetime memories for generations of families and friends; and
  • meaningfully impacting our communities and the game of baseball.

At the Pirates, we believe in the power of a diverse workforce and strive to create an inclusive culture centered in Passion, Innovation, Respect, Accountability, Teamwork, Empathy, and Service.

Job Summary

The Customer Service Representative is responsible for providing guest service and problem-solving to all persons who call into the Pirates' customer service line, including but not limited to, current and potential ticket members and to record into a database all pertinent information to aid in servicing customer accounts.

Responsibilities

Primary:
  1. Provide customer service to current and potential ticket holders; problem-solving, processing tickets through Provenue and handling inquiries and requests; triage non-ticket related calls to ensure they are routed to the appropriate individual.
  2. Record into CRM database all pertinent customer information including, new names, addresses and all other information considered to be important to the servicing of customer accounts.
  3. Assist with flex plan trouble shooting and voucher redemption.
  4. Monitor and respond to season ticket holder newsletter action items.
  5. Assist season ticket holders in troubleshooting our loyalty platform through Pirates Points.
  6. Handle a variety of ticket orders, such as promotional orders, ticket exchanges, season ticket add on orders and various ticket plans and deals.
  7. Identify lead opportunities through phone interactions.
  8. Assist sales team in the follow up with theme night individual buyers to identify opportunities for customer to come out to additional game.
  9. Assist in servicing sales events organized by the Ticket Sales & Service Department.
  10. All other duties as assigned by the Manager, Customer Service.

Secondary:
  1. Coordinate and assist with organizational mailings, as needed.
  2. Attend other corporate department meetings, as needed.

Qualifications / Availability

Required:
  1. Legally authorized to work in the United States.
  2. High School Graduate.
  3. Knowledge of Microsoft Applications.

Desired:
  1. Prior experience working for a professional sports team in customer service, park operations, or ticket sales and servicing.
  2. Experience with ticket sales technologies such as Provenue and/or CRM systems.
  3. One (1) year experience in customer service experience.

Availability:
  1. 40% of Pittsburgh Pirates home games.
  2. Nights, Weekends and Holidays.

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