Guest Experience Coordinator
Boston Celtics•Boston, MA
•$22 - $24
About The Position
The Guest Experience Coordinator supports the Boston Celtics’ fan experience by managing customer service functions, using data to identify operational trends, and coordinating in-game activations. The role serves as a key contact for guest inquiries and issues, provides support related to tickets and wayfinding, and helps ensure game-night operations and activations run smoothly. It also documents customer interactions, identifies opportunities to improve service and operational efficiency, and presents findings and recommendations to management.
Requirements
- Previous similar experience in entertainment, sports, or events is required.
- Excellent verbal and written communication skills.
- Interpersonal skills and the ability to create and maintain favorable relationships.
- Ability to use active listening and conflict-management skills.
- Ability to interact with other departments in a variety of circumstances.
- Ability to multitask and adjust to rapidly changing business conditions.
- Ability to work long or flexible hours, including evenings, weekends, and holidays.
Nice To Haves
- Bachelor’s degree from an accredited college or university preferred.
- 1–3 years of customer service experience preferred.
Responsibilities
- Manage fan-facing communication portals, including the Celtics Contact Us page and customer service inbox.
- Serve as the primary point of contact for guest experience inquiries and issues.
- Provide responsive, professional support to fans regarding ticket troubleshooting and wayfinding assistance.
- Assist with logistical needs for postgame activations and fan engagement opportunities.
- Document and categorize customer inquiries to support trend analysis and process improvements.
- Serve as the point of contact for in-game guest experience activations.
- Manage Jumbotron Message submissions and scheduling.
- Coordinate concourse tabling logistics and staffing for game-night activations.
- Perform arena game-day checks to ensure operational readiness.
- Review and escalate TD Garden game-night incident reports.
- Identify service, operational, and revenue-generating trends from customer interactions and operational data.
- Present findings and actionable insights to management regularly.
- Use data-driven analysis to recommend enhancements to the fan experience and operational efficiency.
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What This Job Offers
Job Type
Full-time
