Member Services Representative

Job Title: Member Services Representative

Employee Status: ☒ Full-Time ☐Part-Time ☐ Intern

Reports to: Supervisor, Member Services

Role Overview:

The role of Member Services Representative is to consistently provide best in class, year-round service to Rams Season Ticket Members through proactive and reactive relationship building strategies. An ideal candidate is a hardworking, team-oriented individual with strong writing and relationship skills. This individual should demonstrate proven success in a customer service or sales professional setting and be willing and able to immediately contribute to the goals of the Rams Member Services Department.

The Member Services Representative will be directly responsible for an assigned group of Season Ticket Members and will participate in all aspects of season ticket renewals, seat relocation, upselling and customer service, with a goal of creating an exceptional Member experience. This role will focus on using CRM tools, member data and touchpoint campaigns to increase their Members’ engagement, loyalty, satisfaction, and retention rates.

This person will be an integral part of the overall Rams Member Services Department, that will create and deliver best in class gameday service and experiences for all Season Ticket Members, local and visiting fans from around the world.

Responsibilities:

• Successfully achieve the season ticket renewal goal for your assigned accounts and positively contribute to team efforts to achieve the overall renewal and revenue goals.
• Effectively manage assigned Season Ticket Member accounts by engaging with Members through daily outbound activities (phone calls, emails, text, and Facebook discussions, etc.)
• Monitor various inbound communication channels, including, but not limited to, phone, email, text and social media, to assist Season Ticket Members and general fans.
• Become an expert on all seat products, benefits, and services to proactively anticipate the needs of Season Ticket Members and guarantee the highest level of satisfaction.
• Be a primary fan facing representative at all Rams home games to ensure an exceptional experience for all ticketed guests. Functions may include, but are not limited to, working in the box office, ticket resolution, phone queue, and Member experiences.
• Assist with Season Ticket Member events on various activities including organizing the event, setup, check-in and general event operations.
• Effectively utilize ticketing software and CRM to manage customer accounts and accurately enter all touchpoints and updated client information into CRM system.
• Work with the Ticket Sales team to ensure smooth account transition from completion of sale to Service Team.
• Meet with the Supervisor of Member Services to review service activity, including progress on touchpoint campaign and renewal goals.
• Other duties as assigned.
  
  
  

Qualifications (Skills/Capabilities):

• A dynamic, outgoing, self-motivated individual with outstanding communication and natural customer service instincts.
• Must have high level of interpersonal skills to handle sensitive confidential situations and information.
• Ability to communicate effectively with prospects, clients, and fans in a professional manner
• Passion for working in the NFL, working in a team environment and interacting with fans
• Positive and resilient team-centric attitude with a professional demeanor
• Collaborative culture builder that works well with a diverse team
• Strategic thinker with the ability to handle multiple tasks with varying deadlines
• Strong critical thinking, problem solving and conflict resolution skills
• Strength in time management, administrative ability, and organization
  
  
  

Experience & Education:

• Four-year college degree or graduate degree
• Prior sports sales/service industry or equivalent experience is preferred
• Proven ability to meet deadlines and quotas
  
  
  

Technical Knowledge:

• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and online survey tools
• Experience using Archtics ticketing system and Microsoft/Salesforce CRM
• Familiar with social media platforms (Facebook, Twitter, Instagram, YouTube, LinkedIn)
  
  
  

Work Environment:

The Los Angeles Rams is a professional, fast paced, creative business environment. Other environmental conditions:

• Housing and transportation in the Los Angeles area
• Reliable transportation is required for periodic local travel and all work-related mileage will be reimbursed
• Ability to work an event-driven schedule, including weekends, evenings, and some holidays. Must be able to work all Los Angeles Rams home games.
• Comfortable with face-face, in-person experiences with prospects, clients, and fans
• Ability to travel around the stadium visiting clients during home games
• Computer and desk work a significant part of daily activities
• Sitting, standing, working with hands for extended periods of time
• Rarely is lifting more than 20 pounds required
  
  
  

Pay Rate: $24.04/hr.

The Los Angeles Rams are proud to be an Equal Opportunity Employer.

We strive to create a sense of belonging for all employees by fostering a culture of respect and inclusion, empowering everyone to be their true selves.

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