Part-time Office Fan Experience Service Representative

Orlando Magic•Orlando, FL

4h•Onsite

About The Position

Fan Experience Service Representatives are responsible for delivering legendary service to all Orlando Magic via phone and email with an emphasis on ticket/App troubleshooting while also managing and renewing Season Ticket Holder accounts to meet and exceed retention and revenue goals.

Requirements

High school degree required.
Minimum of one year of administrative and/or guest service experience required.
Proficiency in Microsoft Office, Outlook, Excel, Word, PowerPoint, and related computer skills.
Ability to meet tight deadlines and work well under pressure.
Strong organizational skills, time management skills and attention to detail required.

Responsibilities

Conduct outgoing campaigns and exceed touchpoint goals to increase fan affinity for Loyal Blue (Season Ticket) members.
Support, manage, and renew Season Ticket Member accounts to meet and exceed retention and revenue goals.
Support the implementation, education, execution, and troubleshooting of the Orlando Magic mobile app.
Support service efforts for Orlando Magic fans and Kia Center customers via phone, chat and email.
Management and membership customization of Season Ticket Holder through outgoing campaigns, in-game touchpoints and upselling opportunities.
Handle all incoming e-mails, chats and phone calls for the Orlando Magic.
Issue troubleshooting and resolution for all Magic app needs.
Proactive education/awareness about Orlando Magic App.
Support for all digital and partner-based single game ticket campaigns.
Timely in-game and post-game survey issue resolution and support.
Support Premium and Client Services team with account and partner related inquiries.
Input information into SalesForce to capture Season Ticket Holder and single-game fan interactions, touchpoints, trends and issue resolution.
Achieve and exceed retention and service selling revenue goals through full Orlando Magic product knowledge.
Answer guest and staff inquiries with intelligence and courtesy and respond accordingly.
Track, communicate, and assess trends and themes in reactive service requests that identify areas of improvement in education and communication to fans.
Deliver service that exceeds expectations while maintaining a friendly/customer-focused attitude.
Contribute to the common goals of the department and demonstrate a willingness to learn new skills.
Obtain intimate knowledge of Kia Center, i.e. location of restrooms, ATMs, concessions etc.
Handle complaints and guests in a professional manner, with the best interest of the customer and the organization in mind.
Makes decisions with little or no choice as to the methods and procedures used in achieving results.
All other duties as assigned.