Fan Services Team Member

3 months ago

Cleveland, United States Cleveland Indians Full time

Our teammates are at the core of what we believe in: People, Collaboration, Learning, and Excellence (PeopleCLE). We look to hire individuals who are committed to our purpose of uniting and inspiring our city through the power of team. Our mission is to win the World Series while creating a compelling fan experience. If you believe you possess these important traits, please consider a career with the Cleveland Guardians.

The Guardians are looking for service minded teammates, who are committed to working together to help us create amazing memories for fans, each other and all visitors to Progressive Field.

PRIMARY PURPOSE: Gameday all-star setting the standard for customer service, embodying a positive attitude, and being a passionate advocate for our fans. Serves as the front line of support and a resource of knowledge to all inquiries regarding the Guardians organization. You will create a superior fan experience by delivering exceptional human interactions and resolving fan pain points through empowered decision making.

RESPONSIBILITIES & DUTIES:

Gameday

  • Committed to providing our city, fans and guests with our organizational standard of exceptional service both internally and externally in a professional and timely manner.
  • Train to remain thoroughly knowledgeable in the policies and procedures of Progressive Field and the Cleveland Guardians, including, but not limited to the areas of Ticket Sales and Service, Ballpark Operations, game day operations, etc.
  • Assigned to staff a rotating variety of game day locations to provide excellent service to fans.
  • Responsible for answering incoming telephone calls and providing a high level of Cleveland Guardians customer service.
  • Transfer of telephone calls to front office personnel and appropriate departments, as necessary.
  • Respond and service fans and fan feedback in a timely manner, through e-mails, surveys and instant message system
  • Thoroughly enter all information from fan interactions into our customer management system.
  • Place follow-up calls to customers who experienced a customer service issue or needed additional information in a timely manner.
  • Work in a dynamic environment where information continuously changes and staff must adapt and effectively communicate with fans.
  • Responsible for having current game and company information readily available.
  • Responsible for all lost and found items including organizing, properly logging, and coordinating pick-up.
  • Protect assets through compliance of company standards regarding credit cards, tickets, lost and found, etc.
Other
  • Assisting team with Guardians' fan mail by opening, documenting, responding to, and/or distributing to the appropriate department, as needed.
  • Send out information, including pocket schedules, fan packs, ticket information, etc., as needed.
  • Support miscellaneous ticketing projects, including selling single game tickets over the phone.
  • Aid other departments with mailing, projects and or events as needed including, but not limited to Guardians Kids Club,
  • Season Ticket Member events, Community Impact, Single Flash Sales, etc.
  • Support CPPH department with game day responsibilities, including sponsor activations and other items.
  • Opportunity to access to internal resources with expertise in: resume writing, interviewing skills, professional business communications as well as attend professional workshops and luncheons with leaders in the organization
  • Other duties, as assigned.
ROLE REQUIREMENTS:
  • Desire to delivering top-notch internal and external customer service through training in the Guardians Way to Service Excellence
  • Proficient in effective communication via phone, in-person, and in writing
  • Capability to work in a fast-paced environment and provide on-the-spot problem solving
  • Represents the Cleveland Guardians professionally with a focus on our city, fans, and guests
  • Adaptable multitasker with strong organizational skills
  • Basic understanding of personal computers (Word, Excel, Internet, etc.)
  • Eagerness to train on systems including ticketing software, lost and found software, Ballpark App, and software utilized when entering all information from fan interactions
  • Ability to learn and understand the Cleveland Guardians vision, policies and procedures.
  • Willingness to learn and apply the policies and procedures of Progressive Field and the Cleveland Guardians, including, but not limited to the areas of Ticket Sales and Service, Ballpark Operations Game Day Operations, etc.
  • Must be at least 16 years old
AVAILABILITY REQUIREMENTS:
  • Availability to work home games and other events held at Progressive Field
  • Availability to attend all trainings, work Opening Day, Holidays, Yankees and other marquee summer series, Season Ticket Member Event, and Rock N' Blast games
  • Lengths of shifts may change due to varying business needs (changes in game times, postponed events, etc.)
  • Expected to work at a computer and/or servicing fans as assigned, for the length of your shift
ORGANIZATIONAL REQUIREMENTS:
  • Reads, speaks, comprehends, and communicates English effectively in all communications.
  • Represents the Cleveland Guardians in a positive fashion to all business partners and the general public.
  • Ability to develop and maintain successful working relationships with members of the Front Office.
  • Ability to act according to the organizational values and service excellence at all times.
  • Ability to work with diverse populations and have a demonstrated commitment to social justice.
  • Ability to walk, sit or stand for an entire shift.
  • Ability to work extended days and hours, including holidays and weekends.
  • Ability to move throughout all areas and levels of the Ballpark.
  • Ability to work in a diverse and changing environment.
  • Occasional physical activity such as lifting and carrying boxes up to 15 lbs.


The Cleveland Guardians are committed to developing and maintaining an environment that embraces all forms of diversity to enrich our core values, enhance our competitive position, strengthen our impact within our community, and foster a greater sense of belonging for our employees.

In this spirit, we know studies have shown that people from historically underserved groups - including women and people of color - are less likely to apply for jobs unless they believe they meet every one of the qualifications as described in a job description. We are most interested in finding the best candidate for the job and understand that candidate may bring certain skills and experiences to the role that are not listed above, but that would add tremendous value to our organization. We would encourage you to apply, even if you don't believe you meet every one of our qualifications described.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

  • Cavalry Fan Engagement Team

    2 weeks ago

    Cleveland, Ohio, United States teamworkonline Full time

    Cavaliers Holdings LLC is committed to delivering epic experiences for our fans, team members, community, and the world. Fueled by a diverse, equitable and inclusive culture, we strive to recruit individuals that will be enthusiastic and purposeful in carrying out our vision as Transformative Leaders in Sports and Entertainment. If you are ready to work in...

  • Guest Services Team Member

    2 months ago

    Cleveland, 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. Cleveland Browns Job Opportunity "To bring people together for the excitement of Cleveland Browns football and enhance their experience by providing the best quality service in a clean, safe...

  • Guest Services Team Member

    3 months ago

    Cleveland, Ohio, United States teamworkonline Full time

    Cleveland Browns Job Opportunity"To bring people together for the excitement of Cleveland Browns football and enhance their experience by providing the best quality service in a clean, safe environment." The Cleveland Browns Guest Services Department is seeking people interested in part-time/seasonal employment at Cleveland Browns Stadium. Our game day Team...

  • Monsters Game Entertainment Team

    2 weeks ago

    Cleveland, Ohio, United States teamworkonline Full time

    Cavaliers Holdings LLC is committed to delivering epic experiences for our fans, team members, community, and the world. Fueled by a diverse, equitable and inclusive culture, we strive to recruit individuals that will be enthusiastic and purposeful in carrying out our vision as Transformative Leaders in Sports and Entertainment. If you are ready to work in...

  • Service Team Member

    3 months ago

    Cleveland, United States Michaels Stores Full time

    Store - Cleveland, TN We're here for the Makers! Come be a part of the team where innovation and teamwork come together to support the most exciting missions in the world! Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together. Deliver friendly customer service, help customers...

  • Customer Service Team Member

    2 months ago

    Cleveland, United States Express Wash Concepts Full time

    >> Customer Service Team Member Customer Service Team Member Summary Title:Customer Service Team MemberID:300 TMLocation:Cleveland, OHDepartment:Team MemberSalary Range:$12.00 - $15.25 / Hour Description Are you interested in: CLEan Express Wash, one of the regions award-winning, fastest-growing companies, can offer you just that! We are more than a car...

  • Arena Promotional Team

    4 weeks ago

    Cleveland, Ohio, United States teamworkonline Full time

    Cavaliers Holdings LLC is committed to delivering epic experiences for our fans, team members, community, and the world. Fueled by a diverse, equitable and inclusive culture, we strive to recruit individuals that will be enthusiastic and purposeful in carrying out our vision as Transformative Leaders in Sports and Entertainment. If you are ready to work in...

  • Culinary Services Team Member

    6 days ago

    Cleveland, Ohio, United States Judson Full time

    Job OverviewPosition Title: Culinary Services Team MemberObjective:The Culinary Services Team Member is responsible for providing exceptional service to guests in dining areas, taking food and beverage orders, and ensuring timely delivery of meals. This role involves serving appetizing and nutritious meals tailored to dietary needs and special events, while...

  • Food Service Team Member

    6 days ago

    Cleveland, Ohio, United States Judson Full time

    Job OverviewPosition Title: Food Service Team MemberGeneral Purpose:The Food Service Team Member is responsible for welcoming patrons in dining areas, efficiently taking food and beverage orders, and delivering items with professionalism. This role involves serving appetizing meals and other food items tailored to dietary needs and special events. The...

  • Team Member

    2 months ago

    Cleveland, United States Checkers Drive-In Restaurants, Inc. Full time

    PURPOSE OF YOUR WORK At Checkers & Rally’s we make a difference in people’s lives by serving our Franchisees, Teams, and Guests. As a member of the Corporate Field Operations team you will be responsible for helping ensure we are 1st Choice for our Guests. Team Members will passionately serve our Guests, by providing excellent Guest service and fast,...

  • Team Member

    3 months ago

    Cleveland, United States Checkers Drive-In Restaurants, Inc. Full time

    PURPOSE OF YOUR WORK At Checkers & Rally’s we make a difference in people’s lives by serving our Franchisees, Teams, and Guests. As a member of the Corporate Field Operations team you will be responsible for helping ensure we are 1st Choice for our Guests. Team Members will passionately serve our Guests, by providing excellent Guest service and...

  • Team Member

    2 months ago

    Cleveland, United States Checkers Drive-In Restaurants, Inc. Full time

    PURPOSE OF YOUR WORK At Checkers & Rally’s we make a difference in people’s lives by serving our Franchisees, Teams, and Guests. As a member of the Corporate Field Operations team you will be responsible for helping ensure we are 1st Choice for our Guests. Team Members will passionately serve our Guests, by providing excellent Guest service and...

  • Team Member

    3 months ago

    Cleveland, United States Checkers Drive-In Restaurants, Inc. Full time

    PURPOSE OF YOUR WORK At Checkers & Rally’s we make a difference in people’s lives by serving our Franchisees, Teams, and Guests. As a member of the Corporate Field Operations team you will be responsible for helping ensure we are 1st Choice for our Guests. Team Members will passionately serve our Guests, by providing excellent Guest service and...

  • Team Member

    3 months ago

    Cleveland, United States Checkers Drive-In Restaurants, Inc. Full time

    PURPOSE OF YOUR WORK At Checkers & Rally’s we make a difference in people’s lives by serving our Franchisees, Teams, and Guests. As a member of the Corporate Field Operations team you will be responsible for helping ensure we are 1st Choice for our Guests. Team Members will passionately serve our Guests, by providing excellent Guest service and...

  • Team Member

    1 month ago

    Cleveland, United States Checkers Drive-In Restaurants, Inc. Full time

    PURPOSE OF YOUR WORK At Checkers & Rally’s we make a difference in people’s lives by serving our Franchisees, Teams, and Guests. As a member of the Corporate Field Operations team you will be responsible for helping ensure we are 1st Choice for our Guests. Team Members will passionately serve our Guests, by providing excellent Guest service and...

  • Team Member

    3 months ago

    Cleveland, United States 4829 Panera Bread Hillcrest Full time

    Job DescriptionJob DescriptionPanera Bread at the Cleveland Clinic Hillcrest Campus is now hiring Restaurant Team Members!At Panera, you will become part of a team where you will have the opportunity to connect with our amazing guests, impact the bakery-café’s growing business, and serve your community daily by donating unsold products to local community...

  • Team Member

    3 months ago

    Cleveland, United States 4824 Panera Bread Cleveland Clinic Full time

    Job DescriptionJob DescriptionPanera Bread at the Cleveland Clinic Main Campus is now hiring Restaurant Team Members!At Panera, you will become part of a team where you will have the opportunity to connect with our amazing guests, impact the bakery-café’s growing business, and serve your community daily by donating unsold products to local community...

  • Monsters Ice Patrol Team

    2 weeks ago

    Cleveland, Ohio, United States teamworkonline Full time

    Cavaliers Holdings LLC is committed to delivering epic experiences for our fans, team members, community, and the world. Fueled by a diverse, equitable and inclusive culture, we strive to recruit individuals that will be enthusiastic and purposeful in carrying out our vision as Transformative Leaders in Sports and Entertainment. If you are ready to work in...

  • Housekeeping Team Leader at Crescent Services

    6 days ago

    Cleveland, Ohio, United States Crescent Services Full time

    Join our dedicated housekeeping team at Crescent Services, where we value our employees and offer a range of benefits including complimentary parking, competitive Paid Time Off, paid holidays, and an exceptional benefits package featuring substantial employer contributions for medical and dental coverage, life insurance, vision care, and more. Enjoy...

  • Store Team Member

    12 hours ago

    Cleveland, Mississippi, United States Maverik Full time

    Become a Part of the Maverik Family as a Retail Team MemberAs a Retail Team Member, you will serve as the friendly face and first point of contact for our esteemed customers. Your mission is to create outstanding store experiences and brighten the days of both customers and team members. If you excel at making people feel welcome and ensuring they return,...