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    In order to be considered for this role, after clicking "Apply Now" above and being redirected, you must fully complete the application process on the follow-up screen.LEGENDS Founded in 2008, Legends' operating divisions worldwide include - Global Partnerships, Global Sales, Hospitality, Global Partnerships, Global Merchandise, Legends IQ, Attractions, and...

Sr Ticket Service Representative

3 months ago

Miami, United States AEG Full time
In order to be considered for this role, after clicking "Apply Now" above and being redirected, you must fully complete the application process on the follow-up screen.

LEGENDS Founded in 2008, Legends' operating divisions worldwide include - Global Partnerships, Global Sales, Hospitality, Global Partnerships, Global Merchandise, Global Technology Solutions, Attractions, and Growth Enterprises - offering clients and partners a 360-degree data and analytics-fueled service solution platform to elevate their brand and execute their vision. Currently, Legends works with marquee clients across business verticals including professional sports; collegiate; attractions; entertainment; and conventions and leisure. We are the industry leaders in designing, planning, and realizing exceptional experiences in sports and entertainment. For more information, visit www.Legends.net and follow us on Twitter and Instagram @TheLegendsWay. UNIVERSITY OF MIAMI The University of Miami has entered a long-term partnership with Legends to oversee athletics ticket sales, customer service, annual fund solicitation/engagement, ticket operations, digital marketing, corporate partnerships, and multi-media rights opportunities.In addition, Legends will represent the University in developing campus-wide strategic partnerships.As the exclusive partner for Miami Athletics, Legends will engage Hurricanes fans and donors, local and regional South Florida businesses, and national brands with unique and integrated sponsorship, ticketing, and hospitality options. THE ROLE The Sr. Ticket Service Representative is directly responsible for all retention and revenue goals associated with a defined base of existing season ticket holders and donors including renewals, referrals, add-ons, and upgrades for luxury suite holders, premium seating areas, club seat areas, and Hurricane Club accounts. Moreover, the Manager, Client Experience will develop excellent relationships with accounts and deliver customized communications, events, programs, and benefits to Hurricanes fans and donors.The Ticket Service Representative will report to the Director, Membership Service. ESSENTIAL FUNCTIONS
  • Manage a dedicated book of business using outbound and inbound calls, e-mail, and in-person meetings in a fast and accurate manner.
  • Manage, retain, and grow assigned book of business through renewed seats and annual fund donations.
  • Process payments, relocation requests, account transfers, address changes, ticketing issues, and any other account-related duties.
  • Ensure all account communications are accurately completed and logged in CRM.
  • Assist in ensuring all spaces at Hard Rock Stadium, Watsco Center, and Mark Light Field are set up appropriately and ready to wow customers.
  • Assist in the planning and execution of gameday and special events across all sports.
  • Responsible for the implementation and execution of all applicable department business plans
    designed to meet or exceed annual fund and ticket goals.
  • Create service incentive programs to maintain a positive service culture and fan environment.
  • Create and execute ticket holder engagement programs and call campaigns including, but not
    limited to, cancellations, past-due accounts, survey questions, event invites, and renewal
    likelihood.
  • Perform customer service-based duties for assigned home games, events, and special events.
  • Other duties/assignments as assigned.
QUALIFICATIONS
  • Proven experience using relationship-based service skills over the phone, through writing and in-person communication channels.
  • A passion for building relationships with people and natural customer service instincts
  • A positive and resilient team-centric attitude with a professional demeanor
  • Advanced time management, multi-tasking, and prioritization skills
  • Strong critical thinking, problem-solving, and conflict-resolution skills
  • Excellent written and verbal communication skills
  • Bachelor's Degree
  • Two years of customer service and/or revenue-driven sales experience preferred.
  • The ability to work long and flexible hours including evenings, weekends, and holidays.
  • Proficiency in MS Office programs (Word, Excel, and Outlook)
  • Ticket system experience preferred.
COMPENSATION Competitive salary commensurate with experience, and a generous benefits package that includes: medical, dental, vision, life and disability insurance, paid vacation, and 401k plan. WORKING CONDITIONS Location: On-Site The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit, talk, hear; use hands to finger, and handle controls. The employee frequently is required to reach with hands and arms. The employee is required to stand, walk, and stoop. Specific vision abilities required by this job include close vision and the ability to adjust focus. Legends is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information.