Client Service Specialist

Primary Purpose

The Client Service Specialist sets the precedent for customer service, embodies a positive attitude, and is a passionate advocate for our Season Ticket Members. They provide extraordinary service that builds relationships and demonstrate the organization's commitment to creating a compelling Member experience in pursuit of winning the World Series.

Responsibilities & Duties

• Provide the most up to date information and solutions for a range of member situations, inquiries and requests.
• Educate Season Ticket Members on their benefits, package amenities, renewal information, and general service showing them the value of their benefits as a Season Ticket Member leading to higher retention and revenue growth.
• Manage all inbound communications through a dedicated phone line for Season Ticket Members and their partners.
• Create and utilize communication outlets for Members via newsletters, Guardians.com, email, phone, and in-person at the ballpark or at Season Ticket Member exclusive events.
• Manage special events RSVPs, exclusive access to events, and special invitations for Season Ticket Members.
• Renewals
• Aid in the annual auto-renewal notification period through outbound communication in the form of phone calls, emails, CRM tracking close probability and renewal status.
• Drive renewal of all assigned Season Ticket Members through proactive service and related campaigns.
• Complete all assigned campaigns during renewals including: in park visits, phone calls, emails, hosted webinars.
• Identify and recommend upgrade opportunities to Season Ticket Members while supporting the Preferred Upgrade Process.
• Complete Off Seasonal renewal campaigns, including sales calls and incentive selling.
• Complete campaigns to support Targeted Upgrades, Flex Parking, and Win Back campaigns.
• Aid in Members Preferred Upgrade Process through support of online orders, relocation tools, and in park seat consultation.
• Service & Relationships
• Provide Guardians Way to Service Excellence through every interaction to both primary stakeholders and partners.
• Create, grow, and maintain relationships with members, manage communication with assigned member accounts using member's preferred method of communication.
• Collect consumer insights on each member with the goal of creating an experience targeted toward their needs.
• Arrange in season and out of season in-person meetings to further nurture business relationships with Season Ticket Members.
• Investigate and resolve member's complaints, collect feedback, and recommend improvements on matters that have an impact on client retention.
• Educate Season Ticket Members on ticket functions such as: MyTickets, Ballpark App, SeatGeek, Ticket Donation Program, linking accounts, trouble shooting of sales problems.
• Attend and participate in events hosted for our Season Ticket Members and their partners.
• Visit Season Ticket Members on game days to maintain relationships.
• Deliver tenure gifts and renewal gifts during game day visits.
• Engage Season Ticket Members daily and solicit feedback on their ballpark experience.
• Provide direction and assistance to all ticket customers, guests, and visitors.
• Maintain a basic knowledge of the baseball team to stimulate relationship-building conversations with members.
• Additional Responsibilities
• Follow the organization's "Sales & Service Excellence" training in all interactions.
• Follow the organization's "START and HEART" in all interactions.
• Contribute to team conversations regarding recommendations for improvements on client retention from experiences and conversations with members.
• Engage in team and organizational training and development opportunities.
• Create and fulfill Season Ticket Members' profile forms and input all member interactions into CRM during call.
• Work cross-functionally with Ticket Sales & Service department to create member leads for groups, events, and suites.
• At times, visit clients and business accounts for renewals, information drop, or delivery of items.
• Mailing items to clients that support their retention.

Education & Experience Requirements

• 1-2 years of customer service experience required.
• Bachelor’s degree required.
• Computer knowledge and proficiency with but not limited to Microsoft Word, Excel, and PowerPoint.
• Knowledge and user experience on ticketing system software required.
• Superior phone and call system skills.
• Experience with customer relations management software necessary (Microsoft CRM, etc.).
• Basic understanding of organizational structure, goals, and mission.

Job Skills

• Excellent organizational skills and attention to detail.
• Ability to consistently meet deadlines and respond to Member inquiries in a timely manner.
• Strong communication and conflict resolution skills.
• Efficient problem solving.
• Able to think quickly and adapt.

Role Requirements

• Required to work home games based on a rotating schedule of staff.
• Occasional additional game day and non-game day duties as directed by job responsibilities and workload, including the single game ticket on sale dates and non-game day member exclusive events.

Organizational Requirements

• Demonstrates the ability to read, speak, comprehend, and communicate effectively in order to perform job duties and interact with coworkers.
• Represents the Cleveland Guardians in a positive fashion to all business partners, teammates, and the general public.
• Ability to build robust, professional relationships with teammates by demonstrating interpersonal skills, approachability, and a collaborative spirit contributing to a positive, respectful work environment.
• Ability to perform the essential physical requirements of the role as outlined in the job description, which may include extended periods of sitting, standing, lifting, or navigating a multilevel ballpark.
• Adapts quickly and effectively to a fast-paced, dynamic, and diverse work environment.
• Ability to act according to the organizational values and service excellence at all times.
• Willingness to work extended days and hours, including holidays and weekends.
• Willingness to adhere to all Major League Baseball and Club policies.

Compensation & Benefits

The range for this position is $18.16-$19.69/hour. This rate serves as a general guideline; actual compensation will be determined based on a candidate’s skills, experience, and qualifications, as well as market and business considerations.