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Sr. Fan Experience Representative

Kansas City, MO, USA Req #35
Friday, November 15, 2019

Position Profile: Sr. Fan Experience Representative

Department: Fan Experience

Reports to: Fan Experience Manager

 

JOB SUMMARY: Foster relationships with Season Ticket Member accounts and assist with programs geared towards obtaining long-term retention. Manage Seasonal Fan Experience Representatives.

 

ESSENTIAL ACCOUNTABILITIES:

  1. Provide proactive, world-class service to continually exceed the expectations of season ticket members, guests and clients.
  2. Create and maintain relationship with assigned Season Ticket Member accounts through phone calls, meetings and written correspondence.
  3. Assist with the creation and execution of special Season Ticket Member events and programs geared towards creating long-term relationships and enhancing the value proposition of being a Season Ticket Member. 
  4. Hire, train and supervise Seasonal Fan Experience Representatives
  5. Implement strategies, under the supervision of the Fan Experience Manager, to service existing Season Ticket Member accounts, increase renewals and provide added value.
  6. Maintain detailed records of all correspondence in CRM
  7. Work all Chiefs games and special events.
  8. Create and execute innovative programs to enhance Arrowhead game day and event experience for all fans.
  9. Assist with game day staffing and training.

 

COMPETENCIES:

  • Problem Solving-Identifies and resolves problems in a timely manner; gather and analyze information skillfully. Must be able to develop solutions quickly and effectively.
  • Oral Communications-Speaks clearly and persuasively in positive or negative situations; listens and gets clarification. Demonstrates group presentation skills and participates in meetings.
  • Written Communications- Writes clearly and informatively.
  • Judgment-Displays willingness to make decisions and exhibits sound and accurate judgment. Includes appropriate people in decision making process.
  • Motivation-Demonstrates excellent personal motivation and encourages others to be motivated and enthusiastic. Shows persistence and overcomes obstacles. Takes calculated risks to accomplish goals.
  • Leadership-Exhibits confidence in self and others; inspires and motivates others to perform well. Readily accepts feedback from others and provides vision and inspiration to peers and subordinates. Displays enthusiasm, passion and optimism.
  • Innovation-Displays original thinking and creativity. Meets challenges with resourcefulness.

 

PHYSICAL REQUIREMENTS:

Light office duties and activities.

 

MINIMUM QUALIFICATIONS REQUIRED (EDUCATION/EXPERIENCE/KNOWLEDGE/SKILLS):

  • 2 years plus experience in customer relations/account management
  • Ability to coordinate and prioritize multiple projects/tasks
  • Helpful, friendly and patient attitude with ability to build strong personal relationships
  • Ability to work collaboratively with coworkers
  • Desire to lead staff by hiring, training and managing 
  • Strong verbal and written communication skills
  • Disciplined to accurately record information in customer’s account
  • Knack for attention to detail
  • Willingness to work a flexible schedule based on departmental/organizational needs including, nights, weekends and holidays.
  • Archtics and/or Microsoft Dynamics CRM experience strongly preferred
  • Proficiency with Microsoft Office products required

 

JOB QUESTIONS: **REQUIRED 

  1. Do you have customer service experience?
  2. Do you have professional sports industry related experience?
  3. Do you have Ticketmaster Archtics experience?
  4. Do you have experience with a Customer Relationship Management (CRM) system?

**PLEASE UPLOAD ANSWERS AS AN ADDITIONAL DOCUMENT OR WITH YOUR RESUME. APPLICATIONS WITHOUT THESE WILL NOT BE REVIEWED.** 

Other details

  • Pay Type Salary
  • Kansas City, MO, USA