Solar Bears Client Services Specialist

Before we get into the specifics of the role, there are a few things we want you to know:

At the Orlando Magic/Solar Bears, our approach is to not only learn as much about you as we can, but for you to learn about us.  This is definitely a two-way street, so time with your potential new leader, teammates, and/or other departments that the role will work with is critical.  It isn’t just, “what are we looking for”, but also, “what do we have to offer you” and “are we the right fit for you.”  While every position is different, our interview process is typically a three-step process, sometimes more depending on the level and nature of the role.

 

 What we offer you:

• 18 days of personal time off per year + 12 holidays (that is 30 paid days off year!) plus reduced summer work hours (every other Friday off during the off-season, which averages to another 8 days)
• A hybrid work model, casual work attire on non-game days, staff tickets to Solar Bear home games, learning and development opportunities, Employee Resource Groups (ERGs), company sponsored events, volunteer opportunities & outings for every employee
• Fantastic benefits that include: medical, dental, vision, 401(k) with company matching, mental wellness resources, subsidized gym memberships, maternity & paternity leave
• Culture built on Community, Innovation, Legendary and Teamwork!

 

 

A quick summary about the Client Service Specialist role:

As a Client Services Specialist, you will provide legendary customer service to Orlando Solar Bears season ticket holders, group buyers, the general ticket-buying public and all game day fans. Exceed expectations by acting as a proactive point of contact for all season ticket holders and group leaders.  Assist with developing a long-term fan retention and growth strategy to reach or exceed annual stated season ticket holder and group renewal goals. 

 

What the role will do:

Account Management & Retention

• Serve as a single point of contact within the Orlando Solar Bears for 300+ season ticket members by answering questions and performing duties related to account service and retention.
• Manage all elements of the automatic renewal process and renew 300+ season ticket member accounts annually.
• Foster and maintain positive relationships with client base through the execution of proactive and reactive client touchpoints including outbound phone calls, strategic email communications, and weekly in-game and out of office appointments.
• Utilize all provided data and analytics on season ticket holders to proactively manage behaviors that drive long term retention.
• Encourage adoption and utilization of the Orlando Solar Bears app as an added value benefit to STM’s, and engage accounts with exclusive app opportunities that create long term affinity and retention.
• Effectively utilize CRM to achieve account touchpoint goals, including but not limited to the creation of account lists, ad-hoc account analyses, and strategic management of client base, cases/opportunities, and legendary moments associated to accounts.
• Execute legendary moments, including but not limited to post-game press conferences, anthem buddies, high-five fan squad and honorary captain, throughout each season to positively impact clients’ experience as an Orlando Solar Bears season ticket member.
• Assist with the execution of all season ticket member events, first year orientation, open practices, and milestone gift distribution.
• Achieve additional revenue generation goals throughout the year via full and partial plan season ticket sales and group sales.
• In conjunction with Ticket Operations, manage the collection of all account payments, ensure timely payments, and establish action plans for delinquent accounts. 
• Work with Account Representatives in executing large group sales event logistics.
• Assist in the management of scheduling Group Sales fan experiences for both the Ticket Sales Department and other applicable internal departments.
• Organize and track spreadsheets for RSVPs to sales events.
• Assistance with season ticket and partial plan delinquent account communication and tracking
• Ensure that game night sales activations, such as sales kiosks, are adequately equipped with relevant collateral and sales support materials.

 

General

• Work all Solar Bears home games and assist part-time staff at the Amway Center Guest Assistance booths on the concourse as needed.
• Work with staff to develop and execute improvements to the game day experience for all fans.