Fan Services Account Specialist (Group Service)

Our teammates are at the core of what we believe in: People, Collaboration, Learning, and Excellence (PeopleCLE). We look to hire individuals who are committed to our purpose of uniting and inspiring our city through the power of team. Our mission is to win the World Series while creating a compelling fan experience. If you believe you possess these important traits, please consider a career with the Cleveland Guardians.

The Guardians are looking for service minded teammates, who are committed to working together to help us create amazing memories for fans, each other and all visitors to Progressive Field.

PRIMARY PURPOSE: Sets the precedent for exceptional human interactions with our fans by embodying a positive customer service attitude, collaborating cross-functionally, and being a passionate advocate for our fans. This is a Part-time, year-round role supporting our Events & Experience team.

RESPONSIBILITIES & DUTIES:

General

• Provide exceptional service both internally and externally in a professional and timely manner.
• Answer and appropriately direct high-volume of inbound communication via telephone calls, live chat, and email while providing service excellence during each interaction.
• Continuously evolve knowledge of policies and procedures of Progressive Field and the organization
• Perform necessary fan outreach to solve ongoing customer service issues and follow-ups.
• Responsible for having current game and company information readily available.
• Protect assets through compliance of company standards in-regards to credit cards, tickets, lost and found, etc.
• Assist with miscellaneous ticketing projects, including selling and servicing single game tickets over the phone.
• Maintain and be able to communicate knowledge on Ballpark seating locations and locations of hospitality and services.
• Participation in trainings pertaining to public health and appropriate public health-related protocols
• Assistance in application and enforcement of public health-related requirements, including (but not limited to) requirements pertaining to the wearing of masks and/or social distancing.
• Other duties, as assigned.

Group Service

• Maintain organization service excellence best practices to successfully recommend improvements on client retention, execute all Group Sales collection calls, and collaborate cross functionally. 
• Serve as the primary service representative and point of contact for Group Leaders in partnership with Group Sales team members.  
• Assist in the planning and execution of gameday events based and communicate information both internally and externally in a timely and proactive manner. 
• Contribute to efforts to retain and renew group accounts through proactive service. 

EDUCATION & EXPERIENCE REQUIREMENTS:

• Energized and motivated to service fans utilizing organization's service excellence training.
• Eagerness to communicate both verbally, on the phone as well as in person, and in writing.
• Basic understanding of personal computers (Word, Excel, Internet, etc.).

JOB SKILLS:

• Ability to work professionally with the public, in person, and over the phone.
• Ability to work on several tasks simultaneously.
• Good organizational skills.
• Eagerness to train on systems including ticketing software, lost and found software, Ballpark app, and software utilized when entering all information from fan interactions.
• Ability to learn the policies and procedures of Progressive Field and the Cleveland Guardians.
• Ability to providing the Cleveland Guardians organization with exceptional service both internally and externally in a professional and timely manner.
• Ability to work in a fast-paced environment and provide on-the-spot problem solving.
• Proactive communication with our fans and front office

JOB REQUIREMENTS:

• Flexible schedule to allow for gameday and non-gameday event responsibilities, including weeknights, holidays, and weekends

ORGANIZATIONAL REQUIREMENTS:

• Demonstrates the ability to read, speak, comprehend, and communicate effectively to perform job duties and interact with coworkers.
• Represents the Cleveland Guardians in a positive fashion to all business partners, teammates, and the public.
• Ability to build robust, professional relationships with teammates by demonstrating interpersonal skills, approachability, and a collaborative spirit contributing to