Customer Service Specialist

About the role

The Customer Service Specialist is responsible for creating one-to-one, long-lasting relationships with season ticket members (STM) through emails, phone calls and personal contact, while tracking touch points in CRM. This position is focused on retention, and provides world-class customer service. It assists the Director, Service and Retention with the development of customized communications, events, programs and benefits for Lakers season ticket members.

Essential Functions (Duties & Responsibilities)

• Customer Relationship Management:
  • Manage ~500-600 STM accounts, anticipating and resolving all season ticket member complaints, requests, and inquiries to drive high renewal rates and individual client upsells with a passion for customer care
  • Create a constant communication loop with all STM accounts to ensure they have all information related to membership (including upcoming events, payments, special promotions)
  • Develop a strategic client engagement strategy tailored to account needs including but not limited to face-to-face visits, out of office meetings, presentations, phone calls, hand written notes, emails, and premium client experiences on special occasions
  • Find opportunities to go above & beyond for select STM special occasions (e.g. anniversaries, birthdays) to drive loyalty
  • Send out invitations and collect RSVPs for all game-time experiences (e.g. half-time reception, tunnel experience)
  • Track all account activity in Dynamics 365 (CRM)
  • Aid in selection & distribution of all STM gifts (renewal and holiday)
  • Ticketing: Process payments for STMs Troubleshoot all ticketing problems Assist with packaging, shipping and tracking of ticket packages
• Event Management:
  • Plan and execute at least one season ticket event to drive loyalty (including budget, venue negotiations, logistics, catering, invite/RSVP list, player/Laker girls appearance, & follow-up)
  • Help other Customer Service Specialists with their events
• Game Day:
  • Represent the Lakers brand as a VIP host at all games (including invites to exclusive clubs for elevated game day experience and occasionally in-seat visits)
  • Ensure all Customer Service duties are completed each game (setup and take down of customer service booth, messages on message board, and gifts for STMs)
  • Check in for game-day experiences (e.g. half-time reception, tunnel experience)
  • Manage the Ticketing department general phone line to assist in troubleshooting any ticketing issues and/or general ticket inquiries
• Sales:
  • Grow individual client portfolios though additional seat purchases, seat upgrades, and parking
  • Participate in “Select a Seat” sales event to sell open season seats (in-person or virtual)
• Other:
  • Assist with special projects that help to retain clients (e.g. kids club, social media content, contests, etc.)

Qualifications

• Bachelor’s degree (required)
• Previous experience: A minimum of two (2) years customer service experience (required). Hospitality and event experience preferred

Skills

• Microsoft Office (including Excel, Word, Outlook, PowerPoint & Windows)
• Ticketmaster Archtics, AXS, and other related ticketing platforms
• Dynamics 365 (or related CRM platform)

Education

Education (Required/ Preferred): Bachelor’s degree (required)