Client Service Specialist

Client Service Specialist

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.

PRIMARY

PURPOSE:

Our Client Service Specialist sets the precedent for customer service, embodies a positive attitude, and is a passionate advocate for our Season Ticket Members (members). They provide extraordinary service that builds relationships and demonstrates the organization's commitment to creating a compelling Member experience in pursuit of winning the World Series. You are the front line of support and a resource of knowledge for all internal and external season ticket inquiries.

Your responsibilities include: providing the most up to date information and solutions for a range of member situations, inquiries and requests, effectively communicating, educating and executing season ticket benefits, a focused effort on the retention and renewal of assigned season ticket accounts through proactive service and identifying season ticket upgrade opportunities to generate incremental revenue.

RESPONSIBILITES & DUTIES:

• Responsible for servicing and educating 750 plus Members, ranging in tenure, spend, and plan type.
• Educating Season Ticket Members on their benefits, package amenities, renewal information, and general service showing them the value of their benefits as a Season Ticket Member leading to higher retention and revenue growth YOY.
• Manage all inbound communications through a dedicated phone line for Season Ticket Members and their partners.
• Prepare and present new Member overview presentations designed to welcome and educate new Season Ticket Members, share updates to their benefits, and present renewal information.
• Manage special events RSVPs, exclusive access to events, and special invitations for Season Ticket Members. This includes, but is not limited to, full roster events, pre-game events, off-site events, etc.
• Create and utilize communication outlets for Members via newsletters, , email, phone, and in-person at the ballpark or at Season Ticket Member exclusive events.
• Mail merge communications that inform and educate Season Ticket Members.
• Assist and execute annual auto-renewal notification period through outbound communication in the form of phone calls, emails, CRM tracking close probability and renewal status.
• Drive renewal of all assigned Season Ticket Members through proactive service and related campaigns.
• Complete all assigned campaigns during renewals including: in park visits, phone calls, emails, hosted webinars.
• Create personal game plan for renewal call structure to meet daily touch point goals while balancing inbound efforts from the Season Ticket Member queue.
• Using established relationships with members, identify and recommend upgrade opportunities to Season Ticket Members while supporting the Preferred Upgrade Process.
• Complete Off Seasonal renewal campaigns, including sales calls and incentive selling.
• Complete campaigns to support Targeted Upgrades, Flex Parking, and Win Back campaigns.
• Build and establish relationships with Season Ticket Members and their partners to identify and recommend upgrade opportunities, encourage higher engagement on benefits, and update account information for data capture.
• Communicate ballpark renovations to impacted accounts, including relocation offers and pricing changes.
• Responsible for renewals business sales goal that is obtained by upselling current accounts, generating referrals, exchange upgrades, and parking package sales.
• Assist with Members Preferred Upgrade Process through support of online orders, relocation tools, and in park seat consultation.
• Provide Guardians Way to Service Excellence through every interaction to both primary stakeholders and partners.
• Remain knowledgeable and understanding of related policies and procedures, implementing, and educating in a polite and friendly manner.
• Create, grow, and maintain relationships with members, manage communication with assigned member accounts using member's preferred method of communication.
• Collect consumer insights on each member with the goal of creating an experience targeted toward their needs.
• Arrange in season and out of season in-person meetings to further nurture business relationships with Season Ticket Members. Investigate and resolve member's complaints, collect feedback, and recommend improvements on matters that have an impact on client retention.
• Educate Season Ticket Members on ticket functions such as:
  MyTickets, Ballpark App, Seat Geek, Ticket Donation Program, linking accounts, trouble shooting of sales problems.
• Attend and participate in events hosted for our Season Ticket Members and their partners.
• Visit Season Ticket Members on game days to…