Guest & Member Relations Account Associate

Tampa Bay Buccaneers•Tampa, FL

1d•Onsite

About The Position

The Guest & Member Relations Associate is responsible for providing exceptional, relationship-based service to General Season Pass Members and managing a dedicated book of business and contributing to retention, revenue generation, and member satisfaction. The Associate executes the department’s retention, engagement, and service strategies through proactive outreach, personalized communication, and high-quality support across all membership touchpoints.

Requirements

Proven experience using relationship-based selling skills over the phone, through writing, and in-person communication channels
A Bachelor's Degree or commensurate work experience
One or more years of customer service and/or retention experience
Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook) or comparable tools
Experience using collaboration platforms such as Teams, Zoom, or similar

Nice To Haves

Experience using Archtics ticketing system and Salesforce CRM preferred

Responsibilities

Deliver exceptional, personalized service to Season Pass Members to strengthen loyalty, satisfaction, and long-term retention.
Manage a dedicated book of business, maintaining consistent communication through outbound/inbound calls, emails, meetings, and in-person interactions.
Serve as the primary point of contact for assigned members, assisting with account needs including relocations, mobile ticketing, Krewe Card issues, payments, and benefit fulfillment.
Resolve member questions, concerns, and escalations promptly and professionally, ensuring a positive experience and reinforcing membership value.
Drive renewals, referrals, add-ons, and upgrades by identifying member needs and proactively offering solutions or additional inventory.
Execute targeted outreach campaigns—including cancellations, past-due accounts, survey follow-ups, event invitations, and renewal likelihood outreach.
Support departmental revenue goals by utilizing relationship-building skills and understanding member preferences, usage, and account history.
Maintain accurate and updated member information in CRM and ticketing systems, including account notes, payment updates, transfer requests, and ticketing resolutions.
Process account-related transactions such as payments, relocations, seat changes, and service adjustments with accuracy and efficiency.
Assist with billing questions, payment plan information, and compliance follow-up as directed by leadership.
Serve as a frontline representative at all member-facing events including gamedays, Draft Party, Training Camp, autograph sessions, facility tours, and exclusive experiences.
Assist in the execution of member presales and on-sales such as annual relocations, playoff presale windows, training camp access, draft party ticketing, and Krewe Perk Selection.
Provide onsite support to ensure smooth event operations and an exceptional member experience.
Partner with internal teams—including Ticket Operations, Marketing, Premium, Finance, and Game Day Operations—to ensure accurate and timely delivery of member benefits, communications, and experiences.
Share trends, member feedback, and operational issues with the Manager to support process improvement and departmental efficiency.