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:

Benefits & Amenities

• 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, Guardians.com, 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.

Renewals

• 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.

Service & Relationships

• 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, SeatGeek, 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 maintain relationships. Delivering tenure gifts and renewal gifts during game day visits.
• Engage Season Ticket Members daily and solicit feedback on their ballpark experience.
• Provide direction and assistance to all ticket customers, guests, and visitors.
• Maintain a basic knowledge of the baseball team to stimulate relationship-building conversations with members.

Additional Responsibilities

• Follow the organization's "Sales & Service Excellence" training in all interactions.
• Follow the organization's "START and HEART" in all interactions.
• Contribute to team conversations regarding recommendations for improvements on client retention from experiences and conversations with members.
• Engage in team and organizational training and development opportunities.
• Create and fulfill Season Ticket Members' profile forms and input all member interactions into CRM during call.
• Lead and assist with projects that support renewal and retention.
• Work cross-functionally with Ticket Sales & Service department to create member leads for groups, events, and suites.
• At times, visit clients and business accounts for renewals, information drop, or delivery of items.
• Mailing items to clients that support their retention.
• All other duties as assigned.

EDUCATION & EXPERIENCE REQUIREMENTS:

• 1-2 years of customer service experience required.
• Bachelor’s degree required.
• Computer knowledge and proficiency with but not limited to Microsoft Word, Excel, and PowerPoint Knowledge and user experience on ticketing system software required.
• Superior phone and call system skills.
• Experience with customer relations management software necessary (Microsoft CRM, etc.).
• Basic understanding of organizational structure, goals, and mission.

JOB SKILLS:

• Excellent organizational skills and attention to detail.
• Ability to consistently meet deadlines and respond to Member inquiries in a timely manner.
• Strong communication and conflict resolution skills.
• Efficient problem solving.
• Able to think quickly and adapt.

ROLE REQUIREMENTS:

• Required to work home games based on a rotating schedule of staff. Responsibilities include visiting with members and single game suite rentals, assisting with member inquiries, on-field activities, and phone coverage.
• Occasional additional game day and non-game day duties as directed by job responsibilities and workload, including the single game ticket on sale dates and non-game day member exclusive events.

ORGANIZATIONAL REQUIREMENTS:

• Reads, speaks, comprehends, and communicates English effectively in all communications.
• Represents the Cleveland Indians in a positive fashion to all business partners and the general public.
• Ability to develop and maintain successful working relationships with members of the Front Office.
• Ability to act according to the organizational values and service excellence at all times.
• Ability to work with multicultural populations and have a commitment to fairness and equality.
• Ability to walk, sit or stand for an entire shift.
• Ability to work extended days and hours, including holidays and weekends.
• Ability to move throughout all areas and levels of the Ballpark.
• Ability to work in a diverse and changing environment.
• Occasional physical activity such as lifting and carrying boxes up to 25 lbs.

At the Cleveland Guardians, we are all about creating an inclusive environment that brings out the best in everyone. It is a big part of who we are, how we compete, and how we make an impact in our community. We want every employee to feel like they truly belong here.

We also know that people from historically underserved groups—like women and people of color—sometimes hesitate to apply for jobs unless they check every single box on the qualifications list. We’re looking for the best person for the job, and we know that you might bring skills and experiences that aren’t exactly listed but could be a huge asset to our team. So, if this role excites you, we encourage you to apply, even if you don’t meet every single qualification.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)