Ticket Sales and Service - Guest Experience Team Member

Job Title:
Guest Experience Team Member

Department:
Ticket Sales/Service

Job Directly

Reports to:

Director, Guest Experience

Status:
Exempt

• Direct liaison between Predators fans and the Nashville Predators organization, including but not limited to answering fan mail, incoming calls, and emails.
  • Communicate daily with assigned season ticket holders through phone calls, emails, letters or seat visits.
  • Service any accounts for which you are listed as customer rep and help with other accounts as needed.
  • Develop and maintain strong professional relationships to meet departments’ standard of excellence.
  • Sell, renew, and upgrade assigned season ticket holders.
  • Answer fan line to answer inquiries, assist with incoming ticket orders, and correspond with fans.
  • Actively create touch points by making playoff, renewal, and customer services calls.
• Staff the Guest Services area during games, designated building events, etc. and respond to any fan questions, issues, or complaints.
  • Assist box office with customer service window during games as needed.
  • Attend game overview meetings.
  • Set up of Guest Services desk.
  • Responsible for checking all lost and found items in at Security.
• Identify opportunities to up-sell and cross-sell to our current season ticket holder base.
• Staff all renewal stations and open house events.
• Assist the group sales department with processing virals and account reps with individual game orders, exchanges, bonus tickets, etc.
• Help with mailings, invoice runs, and other assigned ticket sales projects.
• Assist with the planning, coordination, and execution of season ticket holder and non-departmental events as needed.
• General administrative work is required such as data entry, copying, filing, and faxing.
• Interact with employees and customers to assist in the resolution of problems and suggestions voiced by season ticket holders.
• Perform other duties as assigned.

• Bachelor’s degree.
• Excellent organizational & time management skills.
• Excellent oral and written communicator with attention to detail.
• Must be a team player with the ability to work with others, as well as independently.
• Must be able to take the initiative & be able to multi-task.
• Must be proficient in Microsoft Word & Excel.
• Experience with Ticketing Software Archtics preferred but not required.
• Background in customer service preferred.
• Comfortable interacting with the general public.
• Able to work well under pressure, manage multiple projects and meet tight deadlines.
• Able to work irregular hours including nights, weekends, and holidays.
• Possess a valid driver’s license, a suitable driving history, be insurable by employer’s insurance carrier and have reliable transportation.
• As a condition of employment, qualified applicant will be subject to a background check, including criminal history check, driving history and character references.

• Must be able to access all seating areas to handle customer issues.

• Must be able to occasionally lift and/or move up to 25 lbs.
• Must have high finger dexterity.
• Ability to work under extreme deadlines under pressure.

• Excellent speaking and listening skills, requiring the perception of speech.

• General Office Equipment (i.e. PC, copier, facsimile machine, etc…)

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instruction or assignments.