Customer Service Specialist

Role Overview

• Manage ~500-600 STM accounts, anticipating and resolving all season ticket member complaints, requests, and inquiries to drive high renewal rates and individual client upsells with a passion for customer care
• Create a constant communication loop with all STM accounts to ensure they have all information related to membership (including upcoming events, payments, special promotions)
• Develop a strategic client engagement strategy tailored to account needs including but not limited to face-to-face visits, out of office meetings, presentations, phone calls, hand written notes, emails, and premium client experiences on special occasions
• Find opportunities to go above & beyond for select STM special occasions (e.g. anniversaries, birthdays) to drive loyalty
• Send out invitations and collect RSVPs for all game-time experiences (e.g. half-time reception, tunnel experience)
• Track all account activity in Dynamics 365 (CRM)
• Assist in selection & distribution of all STM gifts (renewal and holiday)
• Process payments for STMs
• Troubleshoot all ticketing problems
• Assist with packaging, shipping and tracking of ticket packages
• Plan and execute at least one season ticket event to drive loyalty (including budget, venue negotiations, logistics, catering, invite/RSVP list, player/Laker girls appearance, & follow-up)
• Help other Customer Service Specialists with their events
• Represent the Lakers brand as a VIP host at all games (including invites to exclusive clubs for elevated game day experience and occasionally in-seat visits)
• Ensure all Customer Service duties are completed each game (setup and take down of customer service booth, messages on message board, and gifts for STMs)
• Check in for game-day experiences (e.g. half-time reception, tunnel experience)
• Manage the Ticketing department general phone line to assist in troubleshooting any ticketing issues and/or general ticket inquiries
• Grow individual client portfolios though additional seat purchases, seat upgrades, and parking
• Participate in “Select a Seat” sales event to sell open season seats (in-person or virtual)
• Assist with special projects that help to retain clients (e.g. kids club, social media content, contests, etc.)

Requirements

• Bachelor’s degree (required)
• A minimum of two (2) years customer service experience (required).
• Hospitality and event experience preferred.
• Technology Capabilities: Microsoft Office (including Excel, Word, Outlook, PowerPoint & Windows)
• Ticketmaster Archtics, AXS, and other related ticketing platforms
• Dynamics 365 (or related CRM platform)
• Superior ability to read, analyze, and interpret written and verbal instructions and reports.
• Superior ability to generate engaging correspondence.
• Ability to effectively and professionally present information and respond to questions from supervisors, clients, customers and general public.
• Must be able to handle and remain calm in high pressure situations.
• Proven ability to develop long-lasting relationships and provide outstanding, individualized customer service.
• Excellent ability to multi-task, prioritize, juggle multiple projects, and meet deadlines.
• Knowledge to apply mathematical operations and reasoning to tasks such as analyzing costs, evaluating data, budgetary needs and managing account financials.
• Employee must make independent decisions and exercise independent judgement and discretion. Critical thinking and rational decision making is important to the success of this role.
• Must be able to lift a min of 50lbs. and walk significant distances in arena on game days.