Member Service Representative
San Antonio Spurs
San Antonio, TXThis was removed by the employer on 8/11/2018 8:17:00 PM PST
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Full Time Job
Overview
This position is responsible for supporting members of the Spurs Sales & Retention Teams. This position will service full and partial Season Ticket Members. In addition, they will fulfill the benefits associated with Spurs partial plan ticket holders. The eligible candidate will have a strong focus on customer service and carry a multitude of qualifications, including but not limited to: service experience, adaptability, conflict resolution, professionalism and effective communication. This position will also be responsible for event support, phone communication, assisting with various service initiatives, responding to service related e-mails, data entry, general administrative assistance and other coordination duties as assigned by their supervisor. This position must support the organization's mission, vision, and values by exhibiting the following behaviors: excellence, competence collaboration, and innovation.
In every position, each employee is expected to: Demonstrate Alignment with SS&E's Core Values and Mission, Collabore with Internal/External Family Members and Demonstrate Ongoing Development.
Responsibilities
• Provide day-to-day support as it relates to customer service for our ticket plan buyers. Responsibilities include a focused attention on in-bound service calls, email correspondence, customer relationship management and demonstrating proactive service with attempt at first-call resolution.
• Engages fans through phone, email, and personal interactions; provides customer service and collaborates with staff members to enhance the fan experience.
• Plan and execute special events to positively influence renewal intentions for partial plan ticket holders; action items include researching and booking events, overseeing expense budgets to complete entertainment and hospitality needs.
• Streamline communication including directing incoming calls to appropriate individuals and departments after discovery conversation and proactive attempt to manage the service request.
• Makes recommendations to direct supervisor based on feedback received from Season Ticket Members; improve overall Member experience through responsiveness.
• Acts as liaison between Spurs Sports & Entertainment and Season Ticket Members with day-to-day service requests.
Qualifications
• 1-3 years of customer service and/or sales experience
• Proficient in Microsoft Office, Excel, Word, Powerpoint and other computer skills.
• Superior verbal and written communication skills
• Ability to provide active listening and conflict management skills
• Must be detail-oriented and highly organized with an ability to simultaneously handle multiple tasks and adapt to change quickly
• Ability to work flexible hours including, evenings, weekends, some holidays & event nights
EEO Statement
SS&E is an Equal Opportunity Employer
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Nothing contained in this job description is intended to be a contract of employment, nor does any information contained herein represent a guarantee of employment for a specific duration. Your employment with SS&E is ''at will'', which means that either you or SS&E may terminate the relationship at any time.
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