Part Time Office - Fan Experience Representative - Call Center

A quick summary about the role:

This is a part time office position working office hours and evenings. You will work up to 28 hours a week.

Fan Experience Call Center Representatives are responsible for delivering legendary service to all Magic fans via phone, email, and chat, with an emphasis and focus on mobile troubleshooting/adoption/utilization at the Kia Center and for the Orlando Magic. Call Center Representatives are also responsible for Client outreach and Guest recovery follow up.

Before we get into the specifics of the role, there are a few things we want you to know:

At the Orlando Magic, our approach is to not only learn as much about you as we can, but for you to learn about us.  This is definitely a two-way street, so time with your potential new leader, teammates, and/or other departments that the role will work with is critical.  It isn’t just, “what are we looking for”, but also, “what do we have to offer you” and “are we the right fit for you.”  While every position is different, our interview process is typically a three-step process, sometimes more depending on the level and nature of the role.

What the role will do:

• Supports service efforts for Orlando Magic fans and customers, including but not limited to:

• All incoming e-mails, phone calls, and chats for the Orlando Magic
• Issue troubleshooting and resolution for all Magic app needs
• Proactive education/awareness about Orlando Magic app
• Management and renewal of season-long Fast Break passes
• Transfer account specific inquiries directly to the account manager
• Support for all digital and partner-based single game ticket campaigns
• Post-game issue resolution and support

• Answer guest and staff inquiries with intelligence and courtesy and respond accordingly.
• Track, communicate, and assess trends and themes in reactive service requests that identify areas of improvement in education and communication to fans
• Input information into CRM to capture trends and issue resolution
• Deliver service that exceeds expectations while maintaining a friendly/customer-focused attitude
• Contribute to the common goals of the department and demonstrate a willingness to learn new skills.
• Obtain intimate knowledge of Kia Center, i.e. location of restrooms, ATMs, concessions etc.
• Handle complaints and unpleasant guests in a professional manner, with the best interest of the customer and the company in mind.

• All other duties as assigned.

What the role needs to have:

• High school degree required
• Minimum of one year of administrative and/or guest service experience required
• Ability to work all Magic home games plus a select number of non-Magic events. This includes the ability to work a flexible schedule including nights and weekends and be on-call as necessary based on the changing priorities of the department.
• Proficient in all Microsoft Office products and other related computer skills required.

Physical requirements

• None

If this opportunity is a job you're passionate about and it fits with your skills and experience, then we welcome you to take the next step and apply!

All offers of employment are contingent on successful completion of our pre-employment screenings, that will include a background check and may include a drug screen.

Please note that this is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

The Orlando Magic are not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at the Orlando Magic via-email, the internet or in any form and/or method without a valid written Statement of Work in place for this position from Orlando Magic HR/Recruitment will be deemed the sole property of the Orlando Magic. No fee will be paid in the event the candidate is hired by the Orlando Magic as a result of the referral or through other means.

The Orlando Magic is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, religion, color, sex (including pregnancy and gender identity), sexual orientation, parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, any other non-merit based factor or any other characteristic protected by applicable federal, state or local laws. Our leadership team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. If you’d like more information about your EEO rights as an applicant under the law, please visit http://www1.eeoc.gov/employers/poster.cfm