Coordinator, Fan Services

1 week ago

Hollywood, United States AEG Full time
Position Summary:

The Coordinator of Fan Services &Tours is responsible for managing and resolving service-related issues both via the loanDepot park Customer Service Call Center and in real time at the ballpark. This role is essential for ensuring customer satisfaction and retention by addressing call center inquiries, handling in-person complaints, dispatching service recovery team members as needed, implementing corrective actions, and contributing to service process improvements. Additionally, the Coordinator oversees the loanDepot park tour program, including regular tours, school groups, corporate and non-profit groups, and pre-game VIP tours.

Essential Functions:

Service Management:
  • Answer calls from the call center queue, addressing general inquiries and service-related issues.
  • Serve as a primary contact for customers with service-related concerns and complaints.
  • Investigate and resolve customer complaints promptly and effectively.
  • Document and monitor all service recovery cases, including resolutions and follow-up actions.
  • Develop and implement corrective action plans to address identified service issues.
  • Collaborate with the Director of Fan Services to ensure corrective actions are carried out and their effectiveness is monitored.
  • Monitoring our 24/7 Software Texting Module during business hours.
  • Overseeing Fan Services & Recovery Game Day Staff.
Customer Interaction:
  • Engage with customers to acknowledge their concerns, provide updates on resolution progress, and ensure satisfactory outcomes.
  • Approach all customer interactions with positivity, empathy, and a professional demeanor.
  • Review feedback and service recovery data to identify trends, root causes, and areas for improvement.
  • Answering calls for Lost and Found.
Tour Program Oversight:
  • Manage the loanDepot park tour program, including training and scheduling tour guide staff.
  • Promote and sell tours to various groups, including corporate, school, convention, church groups, and others.
  • Work with ticket sales and the ticket office to generate leads and provide quotes.
  • Conduct tours for guests/groups on scheduled days throughout the year.
Collaboration and Reporting:
  • Work with the Guest Experience leadership team to create and implement strategies to prevent recurring issues and enhance service quality.
  • Provide insights and recommendations based on data analysis to improve service processes and customer experience.
  • Participate in post-homestand Fan Feedback Recap Meetings.
Administrative Responsibilities:
  • Monitor and respond to emails from all service channel inboxes.
  • Address Fan Pack requests and support the maintenance of the Marlins Virtual Assistant.
  • Assist with the Guest Experience and Event Staff's pre-season and mid-season training.
  • Proofread Guest Experience documents and policies, including the A to Z Guide, Accessibility Guide, and Employee Handbook.
  • Perform other administrative tasks as assigned.
Qualifications & Requirements:
  • Ability to function effectively under the stress of heavy crowds, mediate situations, and resolve issues involving guests and staff.
  • Reliability with flexibility to work evenings, games, weekends, and holidays.
  • Self-starter with the ability to work independently as well as within a team.
  • Excellent communication and interpersonal skills with a positive, energetic personality.
  • Strong organizational skills and ability to manage multiple tasks and projects simultaneously.
  • Capability to motivate and maintain effective working relationships with staff and partners.
  • Attention to detail and proficiency in Microsoft Office.
  • Willingness to learn and take direction well.
  • Fluency in English and Spanish is a plus.
Suggested Education & Experience Guidelines:
  • Bachelor's degree from an accredited college/university
  • Previous experience working in a Guest Experience capacity at a ballpark or similar venue
  • Fluently bilingual in English/Spanish.


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.

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