Member Services Representative

Los Angeles Rams

Member Services Representative | Los Angeles Rams

Member Services Representative

Los Angeles Rams


Apply by 4/11/2021

Posted 2 months ago

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Location


Agoura Hills, CA, USA

Job Type


 Job Description

Employees must be able to perform the essential functions of this position satisfactorily. The requirements listed below are representative of the duties, knowledge, skills, and/or abilities required. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions.

The Los Angeles Rams Member Services Representatives focus is to consistently provide world-class, on-brand year-round experience for Rams Season ticket Members through timely proactive and reactive relationship building strategies. This role will focus on using CRM tools, member data and touchpoint campaigns to increase Season Ticket Member engagement, loyalty, satisfaction and ultimately, retention rates. An ideal candidate is a hardworking and creative professional who is a clear self-starter with strong writing and relationship skills. Also, has proven success in customer service, account management or sales professional setting.

Rams Member Services Representatives will be directly responsible for a defined group of existing Season Ticket Members, and will participate on all aspects of client retention, seat relocation, upselling and customer service, with a goal of creating an exceptional member experience. Member Services Representatives will strive to deliver best in class gameday service and experiences for all Season Ticket Members, Angelenos and visiting fans from around the world.

CORE FUNCTIONS:
  • Successfully meet retention goals by proactively offering benefits, fostering Member loyalty, and creating lifelong memories
  • On a daily basis, manage client touchpoint plan which consists of phone calls, emails, SMS, Facebook discussions, live chat responses, virtual meetings, in-office visits, in-stadium seat visits and interactions at special events
  • Proactively communicate with and anticipate the needs of our members by being an expert on the products, benefits and services
  • Propose creative ideas to the team that will enhance all aspects of the membership platform, including developing new benefit programs, special events and ways to exceed clients’ expectations
  • Assist during gamedays in ensuring an exceptional experience for all ticketed guests. Functions may include, but are not limited to, working in the box office, ticket resolution and ticket member experiences
  • Assist with Season Ticket Member events including organizing the event, setup, check-in and operations
  • Work with the Sales team to ensure smooth account transition from completion of sale to Member Services team
  • Accurately enter all touchpoints and client profile information gathered in CRM system for reporting, updating and account relationship purposes
  • Create book of business reports through CRM that assist with account management and reporting
  • Meet periodically with manager, producing accurate updates on service activity, event recaps, touchpoint campaigns and account management
  • Assist with the creation of the client communication strategy and monitor all external communication channels to ensure accurate and timely responses
  • Play a key role in telling the season ticket membership story through email, digital and social media campaigns
SKILLS & ABILITIES:
  • Must be a dynamic, outgoing, self-motivated individual with outstanding communication and organizational skills
  • Passion for working in the NFL, building relationships with clients and interacting with fans
  • “People person” with an upbeat and friendly personality as well as natural customer service instincts
  • Positive and resilient team-centric attitude with a professional demeanor
  • Strong critical thinking, problem-solving, and conflict resolution skills
  • Ability to communicate effectively with prospects, members, fans and customers in a professional manner
  • Displays leadership abilities that inspires others in a team environment
  • Collaborative culture builder that works well with a diverse team
  • Strength in time management, administrative ability, and organization
  • Strategic thinker with a keen attention to detail and task execution
  • Ability to travel around the stadium visiting clients during home games

Qualifications RequiredQualifications Required

  • Bachelor’s degree from an accredited college or commensurate work experience
  • A minimum of one (1) year work experience in sales and/or customer service
  • Proven ability to meet deadlines and goals
  • Experience with utilizing CRM and Archtics ticketing system used to maintain customer records is a plus
  • Proficient computer skills including experience with Microsoft Office products such as Word, Excel, Outlook, etc. and ability to learn and master new software programs
WORK ENVIRONMENT:
The Company is a professional, fast paced, creative business environment.  Other environmental conditions:
  • When working from home is required, a professional at-home setup is required
  • Extended evening, weekend work hours sometimes required. Required to work all Rams Season Ticket Member events, including Rams home games and some away games. May have to work occasional holidays
  • Stressful and demanding work environment in executing work on short deadlines.
  • 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

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