Service and Retention Representative (Boston Legacy FC)
About The Position
The Service and Retention Representative supports Boston Legacy FC season ticket members and drives renewal and upsell revenue. Reporting to the Manager, Membership Service, the role manages an assigned portfolio of season ticket accounts, builds member relationships, conducts proactive outreach, resolves service needs, and identifies opportunities to renew, upgrade, and expand accounts. The position is based on-site in Boston, Massachusetts. The representative communicates account benefits, renewal terms, pricing, payment options, deadlines, ticket access, and other relevant information; conducts account reviews and member meetings; and maintains accurate records in the customer relationship management system. The role also supports member events and home games, collaborates with internal departments, and shares member feedback and account trends to help improve retention strategies and the member experience. Work is primarily sedentary in a climate-controlled office, with walking, standing, bending, and carrying light office items; occasional travel may be required. Availability outside typical office hours, including nights and weekends, is needed as required.
Requirements
- Demonstrated ability to build customer relationships, resolve service concerns, and work toward renewal, retention, or revenue goals.
- Comfort conducting renewal and upsell conversations and being accountable for individual revenue and activity metrics.
- Strong verbal and written communication, presentation, listening, and customer service skills.
- Ability to build relationships with season ticket members, prospects, colleagues, and internal partners.
- Strong organizational, administrative, and time management skills, including managing an account portfolio, multiple priorities, and renewal deadlines.
- Sound judgment and problem-solving skills, including recognizing when an issue should be escalated.
- Proficiency with Microsoft Word, Excel, and Outlook, with strong attention to detail.
- Ability to contribute to a collaborative, flexible, equitable, and inclusive work environment.
- Ability to work nights and weekends as needed.
Nice To Haves
- Bachelor's degree preferred, but not required.
- One to two years of ticket sales, account management, customer service, retention, or related experience preferred.
- Experience with ticketing software and customer relationship management programs preferred.
Responsibilities
- Manage an assigned portfolio of season ticket member accounts and achieve renewal, retained revenue, and upsell revenue goals.
- Build relationships with season ticket members by understanding their needs, preferences, account usage, and experience.
- Conduct proactive outreach by phone, email, text, and in-person meetings, particularly for renewal and upsell campaigns.
- Communicate account benefits, renewal terms, pricing, payment options, deadlines, ticket access, and other relevant information.
- Identify and close opportunities to grow account value through seat upgrades, additional seats, and other ticket or membership products and experiences.
- Identify accounts at risk of nonrenewal, understand barriers, and execute individualized retention plans with the Manager, Membership Service.
- Meet or exceed performance metrics, including renewal percentage, retained revenue, upsell revenue, outreach, appointments, and other activity goals.
- Maintain accurate and timely customer relationship management system records, including account activity, communications, renewal status, service requests, sales opportunities, and outcomes.
- Respond professionally and promptly to member questions and service needs, resolving issues when possible and escalating complex or sensitive matters appropriately.
- Conduct account reviews and member meetings to reinforce value, address concerns, and identify renewal and upsell opportunities.
- Support season ticket member events, home games, and other assigned events through in-person service and relationship management.
- Partner with ticket operations, sales, marketing, finance, event operations, and other departments on account fulfillment, member communications, benefits, and events.
- Gather and share member feedback, account trends, and common service concerns to improve retention strategies and the member experience.
- Follow company policies and procedures related to customer information, payment processing, diversity, equity and inclusion, and discrimination and harassment.
- Perform other job-related duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
