Coordinator, Disabled Services and Guest Relations

Full Time Job
Department: Stadium Operations

Reports To: Director, Stadium Operations

Job Classification: Non-Exempt

Primary Responsibilities:
• Maintain an understanding of the Americans with Disabilities Act
• Assist and inform people with disabilities with regard to the Stadium's accessibility, services, and policies
• Address complaints and concerns in an expeditious manner
• Assist with the execution of all guest requests including season tickets, individual game tickets, Free Admissions Program and ''special circumstance'' requests
• Assist in the implementation and communication of event policies and procedures
• Work with Director, Stadium Operations and Manager, Disabled Services and Guest Relations to develop a standardized customer service training curriculum for event staff
• Assist Manager, Disabled Services and Guest Relations in managing the event Ambassador/Guest Relations staff
• Work with Manager, Disabled Services and Guest Relations to ensure that inquiries and complaints are addressed expeditiously
• Assist Manager, Disabled Services and Guest Relations in analyzing customer satisfaction through surveys, secret-shopper program, and established complaint/resolution system
• Work with Manager, Disabled Services and Guest Relations to continually assess and revise training programs and policies
• Provide administrative support to Director, Stadium Operations including filing, answering phones, relaying messages, scheduling meetings and sorting mail
• Additional duties as assigned

Qualifications
and Experience:
• Bachelor's degree in Hospitality Management or related field
• Proficiency in MS Office (Word, Excel, Access, PowerPoint)
• Experience using Archtics ticketing system a plus
• Demonstrated customer service experience
• Knowledge of ADA laws preferred
• Strong written, verbal, and interpersonal skills
• Ability to maintain confidential and sensitive information
• Requires continual attention to detail and a high level of organization

This description is intended to describe the type of work being performed by a person assigned to this position. It is not an exhaustive list of all duties and responsibilities required by the employee.