Service and Retention Representative; Boston Legacy FC) Playfly Boston, Massachusetts, Retention Boston

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Boston, Massachusetts, United States Posted 14 hours ago
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Job Description ### Service and retention representative

Boston, MAOn-site

The Service and Retention Representative supports season ticket members and drives renewal and upsell revenue for Boston Legacy FC. Reporting to the Manager, Membership Service, this position manages an assigned portfolio of season ticket accounts, builds strong member relationships, executes proactive outreach, resolves service needs, and identifies opportunities to renew, upgrade, and expand accounts.### Responsibilities and essential functions
· Manage an assigned portfolio of season ticket member accounts and achieve established renewal rate, retained revenue, and upsell revenue goals.
· Build strong relationships with season ticket members by learning their needs, preferences, account usage, and overall experience with Boston Legacy FC.
· Execute consistent, proactive outreach by phone, email, text, and in-person meetings throughout the member lifecycle, with particular focus on renewal and upsell campaigns.
· Clearly communicate account benefits, renewal terms, pricing, payment options, deadlines, ticket access, and other relevant information to support informed purchasing decisions.
· Identify and close opportunities to grow account value through seat upgrades, additional seats, and other available ticket or membership products and experiences.
· Identify accounts at risk of nonrenewal, understand renewal barriers, and execute individualized retention plans in partnership with the Manager, Membership Service.
· Meet or exceed assigned performance metrics, including renewal percentage, retained revenue, upsell revenue, completed outreach, appointments, and other activity goals.
· Maintain accurate and timely records in the customer relationship management system, including account activity, member communications, renewal status, service requests, sales opportunities, and outcomes.
· Respond promptly and professionally to member questions and service needs; resolve issues when possible and escalate complex or sensitive matters appropriately.
· Conduct account reviews and member meetings that reinforce value, address concerns, and uncover renewal and upsell opportunities.
· Support season ticket member events, home games, and other assigned events while providing a high level of in-person service and relationship management.
· Partner with ticket operations, sales, marketing, finance, event operations, and other departments to support accurate account fulfillment, member communications, benefits, and events.
· Gather and share member feedback, account trends, and common service concerns to help improve retention strategies and the season ticket member experience.
· Follow company policies and procedures related to customer information, payment processing, diversity, equity and inclusion, and discrimination and harassment.
· Perform other job-related duties as assigned.### Skills, experience and qualifications
· Bachelor's degree preferred but not required.
· One to two years of ticket sales, account management, customer service, retention, or related experience preferred.
· Demonstrated ability to build customer relationships, resolve service concerns, and work toward renewal, retention, or revenue goals.
· Comfort conducting renewal and upsell conversations and being accountable for individual revenue and activity metrics.
· Experience with ticketing software and customer relationship management programs preferred.
· Strong verbal and written communication,…