Guest Services Representative (Seasonal/Part Time)

Position Overview:
Guest Services Representatives handle incoming calls, emails, and chats with Orioles fans and ticket holders. They will coordinate service for general fan concerns and handle the sales for single-game transactions. In addition, they resolve ticket issues and exchanges, while offering excellent customer service to all fans. They will serve as good ambassadors for the Orioles brand while maximizing all revenue opportunities and providing positive interactions with all fans.

A strong work ethic and desire to grow business is necessary to be successful in this opportunity.

Essential Duties and Responsibilities:

Provide exceptional customer service to all customers
Responsible for assisting in all areas of the Ticketing and Guest Services department including: ticketing operations, box office operations, and gameday fan engagement opportunities
Answer all incoming phone calls to the with fans calling the Main Phone Queue and return voicemails, make outbound phone calls to fans when necessary
Communicate with other departments for the quick and efficient resolution of any fan inquires or complaints from gamedays
Process any ticket requests, relocation requests, or customer service issues
Take the lead on printing and mailing ticket orders when applicable
Assist fans with setting up Scoreboard Surprise Messages and Bird Visits
Other duties as assigned by the Manager, Ticket Services

Knowledge, Skills, and Abilities necessary to perform essential functions:

Strong, confident communication skills including the ability to write clearly and effectively
Highly motivated and excellent attention to detail
Provide strong and respectful customer service skills at all times
Previous knowledge of ticket services and software experience preferred
Ability to work irregular/extended hours, including nights, weekends and holidays as needed.
Ability to use time efficiently
Must demonstrate ability to be resourceful and dependable
Strong computer skills including Microsoft Word and Excel
Familiarity with baseball and the Baltimore Orioles

DISCLAIMER:
The statements herein are intended to describe the general nature and level of work being performed by the employee in this position. The duties listed do not represent an exhaustive list of all responsibilities, duties, and skills required of a person in this position.

EQUAL OPPORTUNITY STATEMENT:
The Baltimore Orioles are an Equal Opportunity Employer. It is the policy of the Baltimore Orioles to ensure equal employment opportunity without discrimination or harassment on the basis of race (including hair textures, afro hairstyles, or protective hairstyles), color, national origin or ancestry, religion or creed, gender or sex (including pregnancy), age, disability, citizenship status, marital status, veteran’s status, genetic predisposition or carrier status, gender identity, sexual orientation, or any other characteristic protected by law.

The anticipated hourly rate for this role is $17/hour.

Benefits include concession and merchandise discounts, free parking, and limited complimentary baseball tickets to home games . A 401(k) plan with discretionary employer match available after one year of service and one year of service is also available.

This information is being provided in accordance with the Maryland Equal Pay for Equal Work - Wage Range Transparency law.

Posted: 1/3/24