Fan Services Account Specialist (Events & Experiences)

Cleveland Guardians•Cleveland, OH

10d

About The Position

The Cleveland Guardians are hiring a service-minded teammate for a part-time, year-round role supporting the Events & Experiences team. The position sets a standard for exceptional interactions with fans through a positive customer-service approach, cross-functional collaboration, and advocacy for fans. The role supports the organization’s mission of creating a compelling fan experience and uniting and inspiring the city through the power of team. The specialist provides responsive service to fans and colleagues, handles high-volume inquiries through phone, live chat, and email, and assists with customer-service follow-up and ticketing projects. For Events & Experiences, the specialist coordinates event logistics with internal teams, serves as the on-site contact for assigned events, and communicates proactively with external clients to help deliver successful and memorable experiences.

Requirements

Be energized and motivated to serve fans using the organization's service-excellence training.
Communicate effectively verbally, by phone, in person, and in writing.
Have a basic understanding of personal computers, including Word, Excel, and the Internet.
Work professionally with the public in person and over the phone.
Manage several tasks simultaneously and maintain good organizational skills.
Be willing to learn ticketing software, lost-and-found software, the Ballpark app, and software used to record fan interactions.
Learn the policies and procedures of Progressive Field and the Cleveland Guardians.
Provide exceptional internal and external service professionally and promptly.
Work in a fast-paced environment and solve problems on the spot.
Communicate proactively with fans and the front office.
Have a flexible schedule for game-day and non-game-day responsibilities, including weeknights, holidays, and weekends.
Read, speak, comprehend, and communicate effectively to perform job duties and interact with coworkers.
Represent the Cleveland Guardians positively to business partners, teammates, and the public.
Build professional relationships with teammates through interpersonal skills, approachability, and collaboration.
Adapt quickly and effectively to a fast-paced, dynamic, and diverse work environment.
Act according to organizational values and service-excellence expectations.
Be willing to work extended days and hours, including holidays and weekends.
Be able to perform the role's essential physical requirements, which may include extended periods of sitting or standing, lifting, or navigating a multilevel ballpark.

Responsibilities

Provide professional, timely service to internal and external customers.
Answer and appropriately direct high volumes of inbound telephone calls, live chats, and emails while providing excellent service.
Maintain and continually develop knowledge of Progressive Field and Cleveland Guardians policies and procedures.
Conduct fan outreach and follow-up to resolve ongoing customer-service issues.
Keep current game and company information readily available.
Protect company assets by complying with standards concerning credit cards, tickets, lost and found, and related matters.
Assist with ticketing projects, including selling and servicing single-game tickets by phone.
Maintain and communicate knowledge of ballpark seating, hospitality, and service locations.
Participate in public-health training and assist with applying and enforcing public-health requirements, including mask-wearing and social distancing when applicable.
Collaborate with internal departments and teammates to coordinate and execute logistics for assigned events and experiences.
Serve as the on-site contact for designated events and experiences to support successful execution and an impactful fan experience.
Communicate event and experience information to external clients accurately, promptly, and proactively.
Recommend improvements related to client retention, execute assigned events and experiences, and collaborate across departments.
Perform other duties as assigned.