Fan Services Account Specialist (Events & Experiences)

Cleveland Guardians•Cleveland, OH

About The Position

The Fan Services Account Specialist supports the Cleveland Guardians’ Events & Experiences team in a part-time, year-round role. The position sets a standard for positive, exceptional interactions with fans by providing timely customer service, collaborating across departments, and advocating for fans. The specialist handles inbound communications, follows up on customer service issues, maintains knowledge of organization and ballpark information, and helps with ticketing projects. For Events & Experiences, the specialist coordinates event logistics, serves as an on-site contact for assigned events, and communicates proactively with external clients to help deliver successful events and memorable fan experiences. The role requires a flexible schedule, including weeknights, holidays, and weekends, and the ability to adapt to a fast-paced environment.

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 demonstrate good organizational skills.
Be willing to train on 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 in a professional and timely manner.
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 event 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.
Perform the essential physical requirements of the role, which may include extended periods of sitting, standing, lifting, or navigating a multilevel ballpark.
Adapt effectively to a fast-paced, dynamic, and diverse work environment.
Act according to organizational values and service excellence.
Be willing to work extended days and hours, including holidays and weekends.

Responsibilities

Provide professional, timely service to internal and external customers.
Answer and appropriately direct a high volume of inbound telephone calls, live chats, and emails.
Maintain and continually develop knowledge of Progressive Field and organizational 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 related to credit cards, tickets, lost and found, and other areas.
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 training on public health protocols and assist with applying and enforcing applicable requirements.
Collaborate across departments 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 a positive fan experience.
Communicate event information to external clients accurately, proactively, and in a timely manner.
Recommend improvements to support client retention, execute assigned events and experiences, and collaborate cross-functionally.
Perform other duties as assigned.