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Senior Guest Experience Team Member
Nashville Predators in Nashville, TN, US
Ticket Sales Group Sales Ticket Services Premium Sales Inside Sales Event SalesMajor Responsibilities/Duties:
- Direct liaison between Predators fans and the Nashville Predators organization, including but not limited to answering fan mail, incoming calls, and emails.
- Communicate daily with assigned season ticket holders through phone calls, emails, letters or seat visits.
- Service any accounts for which you are listed as customer rep and helping with other accounts as needed.
- Develop and maintain strong professional relationships to meet departments’ standard of excellence.
- Sell, renew, and upgrade assigned season ticket holders.
- Answer fan line to answer inquiries, assist with incoming ticket orders, and correspond with fans.
- Actively create touch points by making playoff, renewal, and customer services calls.
- Staff the Guest Services area during games, designated building events, etc. and respond to any fan questions, issues, or complaints.
- Assist box office with customer service window during games as needed.
- Attend game overview meetings.
- Set up of Guest Services desk.
- Responsible for checking all lost and found items in at Security.
- Identify opportunities to up-sell and cross-sell to our current season ticket holder base.
- Staff all renewal stations and open house events.
- Assist the group sales department with processing virals and account reps with individual game orders, exchanges, bonus tickets, etc.
- Help with mailings, invoice runs, and other assigned ticket sales projects.
- Assist with the planning, coordination, and execution of season ticket holder and non-departmental events as needed.
- Manage the Guest Experience Participants.
- Identify ways to improve processes within the department.
- General administrative work is required such as data entry, copying, filing, and faxing.
- Interact with employees and customers to assist in the resolution of problems and suggestions voiced by season ticket holders.
- Perform other duties as assigned.
Minimum Requirements:
- Bachelor’s degree.
- Excellent organizational & time management skills.
- Excellent oral and written communicator with attention to detail.
- Must be a team player with the ability to work with others, as well as independently.
- Must be able to take the initiative & be able to multi-task.
- Must be proficient in Microsoft Word & Excel.
- Experience with Ticketing Software Archtics preferred but not required.
- Background in customer service preferred.
- Comfortable interacting with the general public.
- Able to work well under pressure, manage multiple projects and meet tight deadlines.
- Able to work irregular hours including nights, weekends, and holidays.
- Possess a valid driver’s license, a suitable driving history, be insurable by employer’s insurance carrier and have reliable transportation.
- As a condition of employment, qualified applicant will be subject to a background check, including criminal history check, driving history and character references.
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Essential Physical Functions:
- Must be able to access all seating areas to handle customer issues.
· Must be able to occasionally lift and/or move up to 25 lbs.
· Must have high finger dexterity.
· Ability to work under extreme deadlines under pressure.
- Excellent speaking and listening skills, requiring the perception of speech.