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We're also one of the leading employers in the San Francisco Bay Area. We are currently seeking Customer Relations Specialists who will be a part of our Ticket Sales, Marketing, and Service team.
Description of the Position:
Involves providing customer relations to current University Athletics customers with the goal of improving customer retention rates with regard to ticket sales. This position requires active communication to current customers, soliciting their feedback on ways to improve their experience. During ticket renewal times, the customer relations staff will proactively reach out to customers who have not renewed their tickets.
Responsibilities:
Implements customer retention programs, events and communication strategies designed to inform external constituencies of ticketing opportunities for University athletic events. Constituencies may include the general public, prospective students, parents, alumni, donors, and/or campus visitors. Provides front-line customer relations to the general public, prospective students, parents, alumni, donors, and/or campus visitors and answers routine inquiries, including questions received over the phone, in person, through email, or on-line via the internet. Answers inbound ticket sales inquiries along with addressing ticketing issues and answering game day related questions. Provides superior and professional customer relations to all current group leaders, season ticket holders, and potential customers by understanding the needs and making the appropriate recommendations to exceed their needs. Works to up-sell general and single game inquiries into mini plan, season ticket or group sales when appropriate. May research various topics and gather relevant data to inform strategic communication plans. Manages and builds relationships within a portfolio of customers including season ticket, mini plan and group customers along with gaining referrals. Responsible for communication of annual renewal of football and men's basketball season tickets including implementation of renewal events, mailings, and strategy. Works closely with Ticket Sales unit to provide new sales ideas, benefit programs, engagement with fans, and to discuss best practices. Shares inbound leads with Sales team to initiate follow up contact to close potential sales. Coordinates customer relations logistics at football games, men's basketball games and special events, performing various ticket sales and service duties to include relationship building with existing season ticket holders and group leaders to assist with retention. Serves as an expert on venue and game day information for University Stadium and Pavilion. Maintain records of leads and service issues in Customer Relationship Management Tool.
NOTES:
3 openings
Requirements
Required:
Strong knowledge of the concepts and principles of building and maintaining effective relations with a variety of constituencies. Organizational skills including skill to meet prescribed deadlines; event planning skills. Highly developed written, verbal and interpersonal skills, including tact and political acumen to effectively represent the institution. Analytical and critical thinking skills. Applicable computer skills. Experience working in a customer relations role.
Preferred:
Basic knowledge of the athletic department, its mission, vision, goals, achievements, policies, and infrastructure. Thorough knowledge of the department's products and services with regard to tickets for events. Knowledge of applicable Pac-12 and NCAA rules and regulations. Prior customer relations training.
The University is an Equal Opportunity/Affirmative Action Employer. This position has been designated as sensitive and may require a Criminal Background Check. We reserve the right to make employment contingent upon successful completion of a Criminal Background Check.
APPLICATION INSTRUCTIONS:
Apply online, indicating job # 13420. Please include a cover letter, resume and three references with your application.
