Ticketing Representative

2 months ago

Portland, United States AEG Full time

Note: This is a part-time role, with an hourly wage of $18-23 per hour. Hours per week can fluctuate depending on candidate situation and company need. Possibility of future full-time employment may exist, but is not guaranteed.

As a Ticketing Representative, you will consistently provide best-in-class customer service to Hearts of Pine fans through proactive and reactive relationship-building strategies. An ideal candidate is a hardworking, team-oriented individual with strong writing and relationship skills. This individual should demonstrate proven success in a customer service and/or sales professional setting and be willing and able to immediately contribute to the goals of the Hearts of Pine Ticketing Department.

The Ticketing Representative's initial responsibilities will support the Season Ticket Conversion phase.Later, this position will transition into a role overseeing an assigned group of Season Ticket Members and will participate in all aspects of season ticket renewals, seat relocation, upselling and customer service, with a goal of creating an exceptional customer experience. This role will focus on using CRM tools, member data and touchpoint campaigns to increase engagement, loyalty, satisfaction, and retention rates.

This person will be an integral part of the overall Hearts of Pine Ticketing Department, and will deliver best-in-class gameday service and experiences for all Season Ticket Members, local and visiting fans.

Responsibilities:
•Educate customers with the eventual goal of converting interested fans of the Hearts of Pine soccer community from deposits to Full Season Ticket packages.
•Effectively manage assigned Season Ticket Member accounts by engaging with Members through outbound activities (phone calls, emails, text, and Facebook discussions, etc.)
•Monitor various inbound communication channels, including, but not limited to, phone, email, text and social media, to assist Season Ticket Members and general fans.
•Become an expert on all seat products, benefits, and services to proactively anticipate the needs of Season Ticket Members and guarantee the highest level of satisfaction.
•Assist with Season Ticket Member events on various activities including organizing the event, setup, check-in and general event operations.
•Effectively utilize ticketing software (Vivenu) and CRM (Hubspot) to manage customer accounts and accurately enter all touchpoints and updated client information into the CRM system.
•Work with the Ticket Sales Leadership to ensure smooth account transition from completion of sale to Service Team.
•Meet with Sales leadership to review service activity, including progress on touchpoint campaign and renewal goals.
•Be a primary fan-facing representative at Hearts of Pines events and home games to ensure an exceptional experience for all guests. Functions may include, but are not limited to, working in the box office, ticket resolution, phone queue, and Member experiences.
•Successfully achieve the season ticket renewal goal for your assigned accounts and positively contribute to team efforts to achieve the overall renewal and revenue goals.
•Other duties as assigned.

Qualifications (Skills/Capabilities):
•A dynamic, outgoing, self-motivated individual with outstanding communication and natural customer service instincts.
•Must have a high level of interpersonal skills to handle sensitive confidential situations and information.
•Ability to communicate effectively with prospects, clients, and fans in a professional manner
•Passion for working in soccer, working in a team environment and interacting with fans
•Positive and resilient team-centric attitude with a professional demeanor
•Collaborative culture builder that works well within a high-performing team
•Strategic thinker with the ability to handle multiple tasks with varying deadlines
•Strong critical thinking, problem solving and conflict resolution skills
•Strength in time management, administrative ability, and organization

Experience & Education:
•Four-year college degree or graduate degree is preferred
•Prior sports sales/service industry or equivalent experience is preferred
•Proven ability to meet deadlines and quotas

Technical Knowledge:
•Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and online survey tools
•Experience using CRM ticketing system and Ticketing Systems is preferred
•Familiar with social media platforms (Facebook, Twitter, Instagram, YouTube, LinkedIn)

Work Environment:

The Hearts of Pine is a professional, fast paced, creative business environment. Other environmental conditions:
•Work will primarily be conducted in Portland, Maine
•Reliable transportation is required for periodic local travel
•Ability to work an event-driven schedule, including weekends, evenings, and some holidays. Must be able to work Hearts of Pine home games.
•Comfortable with face-face, in-person experiences with prospects, clients, and fans
•Ability to travel around the stadium visiting clients during home games
•Computer and desk work a significant part of daily activities
•Sitting, standing, working with hands for extended periods of time
•Rarely is lifting more than 20 pounds required

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

Job Questions:

  1. What are your connections, if any, to Maine?
  2. Do you currently live within a 1 hour drive of Portland, Maine?
  3. What is your prior experience in ticket sales/service, if any?
  4. Do you acknowledge that this is a part-time, hourly position, that could range from 10-30 hours per week depending on candidate availability and business need?

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