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Member Experience Specialist

Jacksonville Jaguars

Member Experience Specialist | Jacksonville Jaguars

Member Experience Specialist

Jacksonville Jaguars

Apply by 10/17/2022

Posted 18 days ago

How to apply


Jacksonville, FL, USA

Job Type

 Job Description

This role serves as a liaison between the Jacksonville Jaguars/Daily’s Place and their Season Ticket Members to ensure that the highest level of service is provided. Service tasks include renewals, retention, ticketing, finance, account management and service as well as general stadium operations. It is the Member Experience Specialist’s responsibility to build strong relationships and continuously engage with our members by customizing communication and tailoring benefits to match the needs of each customer. It is also important that the Member Experience Specialist utilize knowledge of product to leverage cross-selling opportunities and generate ticket referrals from their base of accounts. This role will also assist the department with key season ticket programs, events, and tasks.

Job Responsibilities

  • Serve as the primary liaison for TIAA Bank Field, Jaguars and Daily’s Place customers.
  • Provide a consistent and disciplined approach to supporting customers.
  • Implement frequent proactive touch point programs designed to increase customer loyalty.
  • Meet or exceed daily call volume goals—typically between 50 and 75 outbound calls per day.
  • Use effective problem-solving skills to address any customer concerns.
  • Meet or exceed yearly renewal and sales goals.
  • Assist with developing, coordinating and implementing Season Ticket Member events.
  • Collect payments from customers.
  • Assist department with all projects that arise throughout the season. These vary in nature from mass mailings to game days and special events.
  • Collaborate with the sales team to meet and exceed customer service expectations.
  • Collect data and follow up with guests regarding the game and event day experience.
  • Accurately manage and update CRM database for Season Ticket Member accounts.
  • Act as the point of contact for Members during Jaguars games and other events, ensure resolution of all concerns, check in with and visit Members in their seats, and help create a fun atmosphere for the Member and any accompanying guests.
  • Perform other duties as assigned by the Director of Member Experience and Retention or any other person designated by the Jaguars, TIAA Bank Field and Daily’s Place.
  • Foster teamwork, employee morale, motivation, and open communication within the Ticketing Department and other departments within the organization.
  • Work closely with Ticket Sales, Fan Experience, Marketing, JagsCinema, Public Relations and Sponsorship to execute integrated programs.
  • Anticipate, respond to, and resolve all complaints, requests, and inquiries from defined account base and general fan base; handle difficult situations in a calm and professional manner.
  • Maintain a high satisfactory rating through Voice of the Fan and Season Ticket Member Surveys
  • Timely response and follow-up to all customers during regular business hours

Qualifications RequiredQualifications Required

  • Bachelor’s degree from an accredited university.
  • Proven experience of using relationship building and strong communication skills to increase over-the-phone, written and in-person sales.
  • Knowledge of accounts receivable and accounts payable practices.
  • Demonstrated ability to develop and maintain relationships with customers.
  • Excellent verbal and written communication skills.
  • Excellent problem-solving skills.
  • Ability to work long and flexible hours, including some evenings, weekends, and holidays.
  • Strong work ethic and drive to excel.
  • Must be well-organized, creative and customer service oriented.
  • Public speaking and presentation experience.
  • Flexibility and adaptability to work with customers from varying backgrounds.

How To Apply

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