Service Executive

This is a Full Time Job

Service Executive

Job Summary

Service Executives are responsible for managing and strengthening relationships with Season Ticket Members, with a primary focus on maximizing renewal rates and customer loyalty. This role delivers exceptional service by developing long-term, personalized relationships and proactively addressing concerns that may impact renewal decisions.

Service Executives engage with members through consistent, meaningful touchpoints, including outbound phone calls, face-to-face meetings, personalized correspondence, game-day seat visits, customized emails, timely responses to inbound inquiries, and participation in team-related events. In addition to servicing accounts, Service Executives are trained in ticket sales and serve as experts in all aspects of the ticket sales process.

This position manages a portfolio of season ticket revenue and is responsible for renewing, growing, and enhancing that portfolio by delivering best-in-class service. Service Executives play a key role in increasing customer retention, generating incremental revenue, and differentiating within the market and across professional sports.

Essential Functions
• Develop, build, and maintain strong personal relationships to drive retention and renewal of Season Ticket Members through systematic and meaningful contact, including outbound calls, face-to-face appointments, personalized letters, game-day seat visits, customized emails, prompt responses to inbound communication, and special team-related events.
• Provide prompt, thorough, and courteous responses to all inbound customer communications, including phone calls, emails, text, and mail.
• Address all Season Ticket Member service needs, including account issues, ticket exchanges, add-on requests, billing inquiries, and other ticketing or team-related questions. Monitor, respond to, or appropriately route communications received through general voicemail and email inboxes.
• Maintain a thorough understanding of all ticket packages available to Season Ticket Members and apply ticket sales best practices to deliver optimal service.
• Execute a minimum number of required touchpoints per Season Ticket account annually, based on the profile and needs of each account.
• Implement and manage all Season Ticket Member benefits, amenities, and events.
• Utilize the CRM system to track interactions, manage account details, and report on relationship progress. Ensure client profiles remain accurate and up to date, and maintain an efficient and effective CRM database.
• Coordinate with marketing, ticket operations, and public relations teams to ensure accurate ticket package information for websites, order forms, press releases, and ticketing systems.
• Create, manage, and analyze data from ticket sales surveys to enhance department efficiency, retention strategies, and overall customer satisfaction.
• Staff sales tables at events as assigned.
• Generate additional revenue through up-selling, cross-selling, and referral development.
• Participate in department-wide outbound call campaigns and collaborate with ticket sales management to generate appropriate call lists supporting sales initiatives.

Required Qualifications
• High School Diploma or equivalent required (BA/BS degree preferred)
• A minimum of 2–4 years of related work experience
• Excellent oral and written communication skills
• Proficiency in Microsoft Word, Microsoft Excel, internet use, and general computer applications
• Working knowledge of sales and customer service principles (sports industry experience a plus)
• Professional appearance required at all times. Attire may be required when representing the organization publicly.
• Strong initiative, work ethic, and desire to build a career in the sports and entertainment industry
• Ability to work effectively in a team environment and adhere to departmental guidelines
• Strong organizational skills with the ability to prioritize based on sales and service needs
• Flexibility to work evenings, nights, weekends, holidays, and select ticket sales or networking events
• Experience with Customer Relationship Management (CRM) systems preferred
• Bilingual in English and Spanish preferred

Reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. May require an employee to perform duties outside their normal description.

Employer does not offer work visa sponsorship for this position.