Fan Services Team Member (Part-Time, Year-Round)

Cleveland Guardians•Cleveland, OH

4d•$15

About The Position

Our teammates are at the core of what we believe in: People, Collaboration, Learning, and Excellence (PeopleCLE). We look to hire individuals who are committed to our purpose of uniting and inspiring our city through the power of team. Our mission is to win the World Series while creating a compelling fan experience. If you believe you possess these important traits, please consider a career with the Cleveland Guardians. PRIMARY PURPOSE: A Cleveland Guardians Fan Services Team Member sets the precedent for exceptional human interactions with our fans by embodying a positive customer service attitude, collaborating with ours in our organization while being a passionate advocate for our fans. This role is front line support for our fans through multiple means of communication by being a resource of knowledge to all internal and external inquiries regarding the Guardians organization. Responsibilities include communicating up to date information and solutions for a range of fan situations, inquiries, and requests while delivering extraordinary service that builds relationships and demonstrates the organization's commitment to unite and inspire our city with the power of team.

Requirements

High School Diploma or GED required.
1-2 years customer service experience required.
Energized and motivated to service fans utilizing organization's service excellence training.
Eagerness to communicate both verbally, on the phone as well as in person, and in writing.
Basic understanding of personal computers (Word, Excel, Internet, etc.).
Flexible schedule to allow for some gameday responsibilities.
Ability to work professionally with the public, in person, and over the phone.
Ability to work on several tasks simultaneously.
Good organizational skills.
Eagerness to train on systems including ticketing software, lost and found software, Ballpark app, and software utilized when entering all information from fan interactions.
Ability to learn the policies and procedures of Progressive Field and the Cleveland Guardians.
Ability to providing the Cleveland Guardians organization with exceptional service both internally and externally in a professional and timely manner.
Ability to work in a fast-paced environment and provide on-the-spot problem solving.
Proactive communication with our fans and front office.
Demonstrates the ability to read, speak, comprehend, and communicate effectively to perform job duties and interact with coworkers.
Represents the Cleveland Guardians in a positive fashion to all business partners, teammates, and the public.
Ability to build robust, professional relationships with teammates by demonstrating interpersonal skills, approachability, and a collaborative spirit contributing to a positive, respectful work environment.
Ability to perform the essential physical requirements of the role as outlined in the job description, which may include extended periods of sitting, standing, lifting, or navigating a multilevel ballpark.
Adapt quickly and effectively to a fast-paced, dynamic, and diverse work environment.
Ability to act according to organizational values and service excellence at all times.
Willingness to work extended days and hours, including holidays and weekends.

Nice To Haves

Some college preferred but not required.

Responsibilities

Provide exceptional service both internally and externally in a professional and timely manner.
Answer and appropriately direct a high-volume of inbound communication via telephone calls, live chat, and email while providing service excellence during each interaction.
Continuously evolve knowledge of policies and procedures of Progressive Field and the organization.
Perform necessary fan outreach to solve ongoing customer service issues and follow-ups.
Responsible for having current game and company information readily available.
Protect assets through compliance of company standards in-regards to credit cards, tickets, lost and found, etc.
Assist with miscellaneous ticketing projects, including selling and servicing single game tickets over the phone.
Maintain and be able to communicate knowledge on Ballpark seating locations and locations of hospitality and services.
Participation in trainings pertaining to public health and appropriate public health-related protocols.
Other duties, as assigned.