Client Service Coordinator

Mohegan Sun•Uncasville, CT

63d

About The Position

This position will support the ticket sales & service operations, support the retention of our season ticket members, and fulfill ticket sales orders, vouchers and exchanges. This position will work collaboratively with the CT Sun ticket sales team to fulfill experiences, benefits and touch-points that engage and retain fans. This position will also be responsible for developing and implementing campaigns for events, payment, attendance, and benefits. The Client Service Coordinator will report to the Manager, Client Service.

Requirements

Bachelors' Degree required
Minimum of 5 years of Ticket Sales & Service in sports or related field or in the Connecticut marketplace
Fundamental understanding of renewal, seat selection / management, and churn management processes
High proficiency with venue & ticket related analytic tools and software (e.g., Archtics, FEVO, Surveys).
Strong interpersonal skills and ability to problem solve.
Excellent customer service skills.
Outstanding training skills.
Positive attitude, self-motivated, and growth mindset
Strong written and verbal communication skills with the ability to handle complex matters in a diplomatic but effective way
Excellent organizational and multi-tasking skills
Knowledge of Word, Excel, PowerPoint and Outlook
Knowledge of corporate and department policies and procedures
Effective utilization of our evaluation programs
Thorough understanding of the Mohegan Tribal Employment Rights Ordinance (TERO) as it relates to employment
Must complete all appropriate Human Resources Training courses
Mohegan Sun CER and purchasing procedures
Knowledge of Mohegan Sun Time and Attendance Systems and Manager Self Service
Must be able to sit in front of a computer screen for extended periods of time
Must be able to work various shifts and flexible hours including nights, weekends and holidays

Responsibilities

Implement and prioritize the outreach to customer fans to monitor for fan satisfaction, churn risk and vouchers & exchanges for season ticket, group and partial sales plans.
Support key events and outreach campaigns with phone & e-mail
Manage the customer support main e-mail and phone line for fan ticket exchanges, seat selection for partial plans, and voucher redemptions.
Organize the customer outreach & events with creative assets, collateral, signage and location coordination to be deployed by the Client Service & Sales team.
Work closely with CT Sun Marketing to develop dynamic member events and benefits that highlight the unique value proposition that the Sun and the WNBA.
Actively maintain a CRM system for tracking season ticket purchases, payments, benefit fulfillment, ad renewals.
Work with Manager, Client Services and Director, Ticket Sales to provide memorable experiences and support the team with customer service.
Reinforce a culture of personal accountability driving organizational/team goals
Keep up with industry publications and work closely with colleagues across the WNBA and other global professional sports teams to understand best practices and emerging partnership trends.
Seek out learning and development opportunities to enhance job performance and skills