Specialist, Club Member Services

Responsibilities

• 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.
• Effectively manage assigned Club Season Ticket Member accounts by engaging with Members through daily outbound activities (phone calls, emails, text, and Facebook discussions, etc.).
• During in-person events and gamedays, engage with Members face-to-face during seat visits or other interactions.
• Monitor various inbound communication channels, including, but not limited to, phone, email, text and social media, to assist Club Season Ticket Members and general fans.
• Become an expert on all seat products, benefits, and services to proactively anticipate the needs of our Club Season Ticket Members and guarantee the highest level of satisfaction.
• Be a primary fan-facing representative at all Rams home games to ensure an exceptional experience for all ticketed guests.
• Functions may include, but are not limited to, working member experiences, guest resolution, monitoring inbound communication channels and managing service standards in Club spaces.
• Assist with Club Season Ticket Member events and experiences including set-up, check-in and general event operations.
• Effectively utilize ticketing software and CRM to manage customer accounts and accurately enter all touchpoints and client information gathered into CRM system.
• Work with the Ticket Sales team to ensure smooth account transition from completion of sale to the Club Service team.
• Meet with the Manager, Club Member Services to review service activity, including progress on touchpoint campaign and renewal goals.
• Other duties as assigned.

Qualifications (Skills/Capabilities)

• A dynamic, outgoing, self-motivated individual with outstanding communication and natural customer service instincts.
• Must have high level of interpersonal skills to handle sensitive confidential situations and information.
• Communicate effectively with prospects, clients, and fans in a professional manner.
• Passion for working in the NFL, working in a team environment and interacting with fans.
• Positive and resilient team-centric attitude with a professional demeanor.
• Collaborative culture builder that works well with a diverse team.
• Strategic thinker with the ability to handle multiple tasks with varying deadlines.
• Strong critical thinking, problem solving and conflict resolution skills.
• Strength in time management, administrative ability, and organization.

Experience & Education

• A four-year college degree or graduate degree.
• A minimum of one year of experience in premium service or sales, or similar role.
• Proven ability to meet deadlines and quotas.

Technical Knowledge

• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Experience using Archtics ticketing system and Microsoft/Salesforce CRM.
• Familiarity with social media platforms (Facebook, Twitter, Instagram, YouTube, LinkedIn).

Work Environment

• The Los Angeles Rams is a professional, fast-paced, creative business environment.
• Comfortable with face-to-face, in-person experiences with clients, fans, and prospects.
• Computer and desk work a significant part of daily activities.
• Sitting, standing, working with hands for extended periods of time.
• Occasional lifting of up to 25 pounds may be required.

Pay Range

$70,304 per year + yearly defined bonus plan