Member Services Ambassador

4 days ago

Agoura Hills, California, United States AEG Full time
Job Summary

We are seeking a highly motivated and customer-focused individual to join our Member Services team as a Member Services Representative. In this role, you will be responsible for providing exceptional service to our Season Ticket Members, ensuring their experience is nothing short of outstanding.

Key Responsibilities
  • Season Ticket Renewal Management: Successfully achieve season ticket renewal goals for assigned accounts and contribute to team efforts to achieve overall renewal and revenue targets.
  • Member Engagement: Effectively manage assigned Season Ticket Member accounts by engaging with Members through daily outbound activities, including phone calls, emails, and in-person interactions.
  • Customer Support: Monitor various communication channels to assist Season Ticket Members and general fans, providing timely and accurate responses to their inquiries.
  • Seat Product Expertise: Develop in-depth knowledge of all seat products, benefits, and services to proactively anticipate the needs of Season Ticket Members and ensure the highest level of satisfaction.
  • Event Experience: Serve as a primary fan-facing representative at all Rams home games, ensuring an exceptional experience for all ticketed guests. Responsibilities may include working in the box office, ticket resolution, phone queue, and Member experiences.
  • Event Operations: Assist with Season Ticket Member events, including organizing the event, setup, check-in, and general event operations.
  • CRM Management: Effectively utilize ticketing software and CRM to manage customer accounts and accurately enter all touchpoints and updated client information into the CRM system.
  • Team Collaboration: Work with the Ticket Sales team to ensure smooth account transition from completion of sale to Service Team.
  • Performance Review: Meet with the Supervisor of Member Services to review service activity, including progress on touchpoint campaign and renewal goals.
Requirements
  • Dynamic Communication Skills: A dynamic, outgoing, self-motivated individual with outstanding communication and natural customer service instincts.
  • Interpersonal Skills: Must have high-level interpersonal skills to handle sensitive confidential situations and information.
  • Professionalism: Ability to communicate effectively with prospects, clients, and fans in a professional manner.
  • Team Player: Passion for working in the NFL, working in a team environment, and interacting with fans.
  • Adaptability: Positive and resilient team-centric attitude with a professional demeanor.
  • Culture Builder: Collaborative culture builder that works well with a diverse team.
  • Strategic Thinker: Strategic thinker with the ability to handle multiple tasks with varying deadlines.
  • Critical Thinking: Strong critical thinking, problem-solving, and conflict resolution skills.
  • Administrative Skills: Strength in time management, administrative ability, and organization.
Education and Experience
  • Education: Four-year college degree or graduate degree.
  • Experience: Prior sports sales/service industry or equivalent experience is preferred.
  • Proven Track Record: Proven ability to meet deadlines and quotas.
Technical Knowledge
  • Microsoft Office: Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and online survey tools.
  • Ticketing System: Experience using Archtics ticketing system and Microsoft/Salesforce CRM.
  • Social Media: Familiarity with social media platforms (Facebook, Twitter, Instagram, YouTube, LinkedIn).
Work Environment

The Los Angeles Rams is a professional, fast-paced, creative business environment. Other environmental conditions include:

  • Housing and Transportation: Housing and transportation in the Los Angeles area.
  • Reliable Transportation: Reliable transportation is required for periodic local travel and all work-related mileage will be reimbursed.
  • Event-Driven Schedule: Ability to work an event-driven schedule, including weekends, evenings, and some holidays. Must be able to work all Los Angeles Rams home games.
  • Face-to-Face Interactions: Comfortable with face-to-face, in-person experiences with prospects, clients, and fans.
  • Travel: Ability to travel around the stadium visiting clients during home games.
  • Computer Work: Computer and desk work a significant part of daily activities.
  • Physical Demands: Sitting, standing, working with hands for extended periods of time. Rarely is lifting more than 20 pounds required.
Compensation

$24.04/hr.

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