Ticketing Representative

3 weeks ago

Portland, Maine, United States AEG Full time

Job Summary:

We are seeking a highly motivated and customer-focused individual to join our Hearts of Pine Ticketing Department as a Ticketing Representative. As a key member of our team, you will be responsible for providing exceptional customer service to our fans, converting interested fans into Season Ticket Members, and ensuring a seamless ticketing experience.

Key Responsibilities:

  • Provide best-in-class customer service to Hearts of Pine fans through proactive and reactive relationship-building strategies.
  • Consistently educate customers on the benefits of Season Ticket Membership and convert interested fans into Full Season Ticket packages.
  • Effectively manage assigned Season Ticket Member accounts by engaging with Members through outbound activities, including phone calls, emails, and text messages.
  • Monitor various inbound communication channels 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, including organizing the event, setup, check-in, and general event operations.
  • 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 Pine events and home games to ensure an exceptional experience for all guests.
  • 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.

Qualifications:

  • A dynamic, outgoing, self-motivated individual with outstanding communication and natural customer service instincts.
  • 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.
  • Prior experience in ticket sales/service or equivalent experience is preferred.
  • Proven ability to meet deadlines and quotas.
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and online survey tools.
  • Experience using CRM ticketing system and Ticketing Systems is preferred.

Work Environment:

The Hearts of Pine is a professional, fast-paced, creative business environment. Other environmental conditions include:

  • 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.
  • Comfortable with face-to-face, in-person experiences with prospects, clients, and fans.
  • Ability to travel around the stadium visiting clients during home games.

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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