Fan Services Team Member (Seasonal)

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.

The Guardians are looking for service minded teammates, who are committed to working together to help us create amazing memories for fans, each other and all visitors to Progressive Field.

PRIMARY PURPOSE: Gameday all-star setting the standard for customer service, embodying a positive attitude, and being a passionate advocate for our fans. Serves as the front line of support and a resource of knowledge to all inquiries regarding the Guardians organization. You will create a superior fan experience by delivering exceptional human interactions and resolving fan pain points through empowered decision-making. 

RESPONSIBILITIES & DUTIES:

Gameday

• Committed to providing our city, fans, and guests with our organizational standard of exceptional service both internally and externally in a professional and timely manner.
• Train to remain thoroughly knowledgeable in the policies and procedures of Progressive Field and the Cleveland Guardians, including, but not limited to the areas of Ticket Sales and Service, Ballpark Operations, game day operations, etc.
• Assigned to staff a rotating variety of game day locations to provide excellent service to fans.
• Responsible for answering incoming telephone calls and providing a high level of Cleveland Guardians customer service.
• Transfer of telephone calls to front office personnel and appropriate departments, as necessary.
• Respond to and service fans and fan feedback in a timely manner, through e-mails, surveys, and instant message system
• Thoroughly enter all information from fan interactions into our customer management system.
• Supportf fan-facing gameday duties that include but are not limited to; assisting fans at Lower Fan Services, the Left Field Fan Service Center, in-stadium service hubs, and ticketing support outside of Progressive Field gates.
• Place follow-up calls to customers who experienced a customer service issue or needed additional information in a timely manner.
• Work in a dynamic environment where information continuously changes and staff must adapt and effectively communicate with fans.
• Responsible for having current game and company information readily available.
• Responsible for all lost and found items including organizing, properly logging, and coordinating pick-up.
• Protect assets through compliance of company standards regarding credit cards, tickets lost and found, etc.  

Other 

• Assisting team with Guardians’ fan mail by opening, documenting, responding to, and/or distributing to the appropriate department, as needed.
• Send out information, including pocket schedules, fan packs, ticket information, etc., as needed.
• Support miscellaneous ticketing projects, including selling single-game tickets over the phone.
• Aid other departments with mailing, projects, and or events as needed including, but not limited to Guardians Kids Club,
• Season Ticket Member events, Community Impact, Single Flash Sales, etc.
• Support the CPPH department with game day responsibilities, including sponsor activations and other items.
• Opportunity to access internal resources with expertise in: resume writing, interviewing skills, and professional business communications as well as attend professional workshops and luncheons with leaders in the organization
• Other duties, as assigned. 

ROLE REQUIREMENTS:

• Desire to delivering top-notch internal and external customer service through training in the Guardians Way to Service Excellence
• Proficient in effective communication via phone, in-person, and in writing
• Capability to work in a fast-paced environment and provide on-the-spot problem solving
• Represents the Cleveland Guardians professionally with a focus on our city, fans, and guests
• Adaptable multitasker with strong organizational skills
• Basic understanding of personal computers (Word, Excel, Internet, etc.)
• Eagerness to train on systems including ticketing software, lost and found software, Ballpark App, and software utilized when entering all information from fan interactions
• Ability to learn and understand the Cleveland Guardians vision, policies and procedures.
• Willingness to learn and apply the policies and procedures of Progressive Field and the Cleveland Guardians, including, but not limited to the areas of Ticket Sales and Service, Ballpark Operations Game Day Operations, etc.
• Must be at least 16 years old

AVAILABILITY REQUIREMENTS:

• Availability to work home games and other events held at Progressive Field
• Availability to attend all trainings, work Opening Day, Holidays, Yankees and other marquee summer series, Season Ticket Member Event, and Rock N’ Blast games
• Lengths of shifts may change due to varying business needs (changes in game times, postponed events, etc.)
• Expected to work at a computer and/or servicing fans as assigned, for the length of your shift

ORGANIZATIONAL REQUIREMENTS:

• Reads, speaks, comprehends, and communicates English effectively in all communications.
• Represents the Cleveland Guardians 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 diverse populations and have a demonstrated commitment to social justice.
• 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 15 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.