Job Title: Member Experience Specialist
Department: Ticketing/Fan and Member Experience
Reports To: Manager of Member Experience
The Member Experience Specialist’s main focus is to provide first-class customer service through each experience shared with our members including telephone calls, email exchanges, and in person service. . This level of customer service is delivered through timely responses to customers. The Member Relations Specialist will bring to the Jaguars proactive and reactive relationship building strategies that will contribute to the ultimate increase in Season Ticket Member loyalty, customer satisfaction and the overall retention rate. The Member Experience Specialist will develop excellent relationships with the Jaguars Season Ticket Members and deliver customized communications, events, programs and benefits to the Jaguars most important fan.
Serve as the primary liaison for Jaguars customers.
Provide to Jaguars customers a consistent and disciplined approach to support.
Implement frequent touch point programs designed to increase customer loyalty.
Meet or exceed daily call volume goals—typically between 50 and 75 outbound calls per day.
Use effective problem solving skills to address any customer concerns.
Meet or exceed yearly renewal and sales goals.
Assist with developing, coordinating and implementing Season Ticket Member events.
Collect payments from customers.
Assist with gift and ticket deliveries.
Collaborate with the sales team to meet and exceed customer service expectations.
Collect data and follow up with guests regarding the game day experience.
Accurately manage and update CRM database for Season Ticket Member accounts.
Act as the point of contact for Members during Jaguars games and other events; ensure resolution of any and all concerns, check-in with and visit Members in their seats, and help create a fun atmosphere for the Member and any accompanying guests.
Perform other duties as assigned by the Manager of Member Experience or any other person designated by the Jaguars.
Bachelor’s degree from an accredited university.
1-2 years of customer service and sales experience preferred.
Proven experience of using relationship-building to increase over-the-phone, written and in-person sales.
Knowledge of accounts receivable and accounts payable practices.
Demonstrated ability to develop and maintain relationships with customers.
Excellent verbal and written communication skills.
Excellent problem-solving skills.
Ability to work long and flexible hours, including evenings, weekends, and holidays.
Must be well organized, creative and customer service oriented.
Demonstrated public speaking and presentation experience.
Clear and effective written communication skills.
Flexibility and adaptability to work with customers from varying backgrounds.
View http://www.jaguars.com/careers/ to learn more about what it means to be a part of the Jaguars team!
Applications are being accepted online only. Please do not call to apply for this position. Please provide complete information. An incomplete application may affect your consideration for this position. The Jacksonville Jaguars are committed to a policy of equal employment opportunity and will not discriminate against an applicant on the basis of race, color, religion, creed, national origin, ancestry, sex, age, disability, veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, rules, or legal requirements.
By submitting this application, you understand that you may be subject to a pre-employment drug test. You certify that the information in your application is true, correct and complete. You authorize the Jaguars and its representatives to contact your prior and current employer and other references and all others for purposes of confirmation of the information you have provided. You understand your application is subject to, among other things, your eligibility to work in the United States.