Austin Spurs - Service & Retention Representative

Austin Spurs

Full Time
Austin Spurs
Austin, Tx

Job Details

This position is responsible for servicing, retaining and upselling Season Ticket Members for the Austin Spurs.  Additionally, the Service & Retention Representative will support the Ticket Sales & Service Manager with fulfilling benefits for the franchise.  The eligible candidate will carry a multitude of qualifications, including but not limited to: service experience, conflict resolution, active listening, time management, adaptability, creativity, willingness to learn, influencing skills, and ability to build and maintain relationships. 

 

In every position, each employee is expected to: Demonstrate Alignment with SS&E's Core Values and Mission, Collaborate with Internal/External Family Members and Demonstrate Ongoing Development.

 

Responsibilities:

 

  • Achieve retention, season ticket member attendance and new sales goals thru service-based prospecting, networking, and strategic planning; demonstrate proactive service with "surprise and delight" mentality
  • Assist Ticket Sales & Service Manager in fulfilling benefits for Austin Spurs Season Ticket Members
  • Sharing information important to all season ticket members such as weekly reports, game reminders, roster changes, event invites, etc
  • Service & Retention Representative will plan and execute special event to positively influence renewal intentions; action items include researching and booking event space, creating event themes and gathering vendors to complete entertainment and hospitality needs
    • Included are events for all season ticket members and exclusive VIP events for premium members
  • Handling in-office redemptions of unused ticket exchange, bring-a-friend vouchers, and purchase of additional tickets by season ticket members
  • Preparing mid-season and post-season season ticket member satisfaction surveys
  • Developing a touchpoint plan for all account representatives
  • Sending season ticket member attendance reports to account representatives and management after every 3 games
  • Helping us get to know our season ticket members
    • Examples: Learning occupations, kids’ and pets’ names, birthdays, favorite sports teams, alma maters, activities outside of work/school, hobbies
  • Building and executing plan to increase season ticket member game and event attendance
  • Establish relationships by acting as the primary service contact for Austin Spurs Season Ticket Members and fulfilling day-to-day service requests
    • Ensuring a solid relationship is formed with every season ticket member and the Spurs organization
    • The relationship can exist through an account representative and/or service & retention representative. These relationships are to be formed through a combination of seat visits, conversations at events, phone calls, e-mails, and LinkedIn.
  • Assisting Ticket Sales & Service Manager with implementation of auto-renewal program
  • Collaborate and make recommendations to Director of Business Operations, Ticket Sales & Service Manager and other Austin Spurs staff to enhance fan experience based on Season Ticket Member feedback
  • Other duties as assigned

 

Qualifications: 

  • Bachelor's degree from accredited university or college
  • 1-3 Years of service and/or sales background
  • 0-2 Years of Ticketmaster Archtics practice/understanding
  • Strong customer service skills required.
  • Strong teamwork aptitude required.
  • Interpersonal skills and the ability to create and maintain favorable relationships
  • Superior verbal and written communication skills
  • Ability to multi-task and meet several deadlines simultaneously while working flexible hours including, evenings, weekends, some holidays & event nights. 
  • Ability to provide active listening and conflict managing skills
  • Aptitude for influencing others in a positive and effective manner
  • Ability to walk, bend/stoop, push/pull and sit for long periods of time
  • Ability to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

 

*SS&E is an Equal Opportunity Employer*

 

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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