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Premium Service Representative
1 month ago
We are seeking a highly motivated and experienced Premium Service Representative to join our team. As a key member of our sales and service team, you will be responsible for managing a book of business consisting of premium clients. Your primary focus will be on renewing, servicing, and cross-selling your book of business, as well as driving new sales. You will also be responsible for coordinating and managing all premium client events.
Key Responsibilities- Build and maintain strong relationships with clients through strategic, well-executed touchpoints, resulting in high client retention year after year.
- Execute both direct and indirect communications to ensure clients consistently receive value beyond their return on investment.
- Identify new revenue opportunities through cross-selling, upselling, referrals, and self-prospecting strategies.
- Create and implement comprehensive service plans for premium seating clients, ensuring top-tier guest services.
- Serve as the primary point of contact for managing client expectations and addressing service needs.
- Collect and document relevant information and photos throughout the year for end-of-year client recaps.
- Conduct regular walk-throughs of premium seating areas to ensure the product consistently meets quality standards.
- Develop and manage promotions such as player visits, hospitality experiences, and exclusive events tailored to premium client requests.
- Track and manage both hard and soft costs for each assigned account, providing a year-end cost analysis.
- Oversee the execution of member benefits, including special in-game and non-game day requests, and other exclusive offerings.
- Implement and fulfill individual game ticket requests as needed.
- Ensure all client questions, requests, logistics, and complaints are resolved promptly and efficiently.
- Bachelor's degree in business, marketing, communications, or a related field.
- Minimum of three (3) years of progressively responsible experience in sales and customer service.
- Strong integrity and commitment to ethical standards.
- Proficiency in Ticketmaster and Salesforce.
- Proven ability to build and maintain effective relationships with all departments and colleagues in a collaborative, team-oriented environment.
- Excellent organizational skills with attention to detail and record-keeping.
- Self-motivated and goal-oriented.
- Strong ability to deliver exceptional customer service.
- Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint. Experience with Archtics is a plus.
- Flexibility to work days, nights, weekends, and holidays as needed.
