JOB TITLE: Membership Experience Representative

DEPARTMENT: Ticket Partnerships

REPORTS TO: Manager, Birdland Memberships
COMPENSATION: Part-Time, hourly; commission opportunities available

SUMMARY: We are looking for eager and enthusiastic individuals who want to get their first look into the world of professional sports! You will assist in supporting Birdland’s most loyal fans - our Birdland Members (Season Ticket Holders). This opportunity will allow you to gain experience in top-notch customer service, building relationships and knowledge of our Birdland Membership and Rewards programs. In addition, you will gain both Service and Sales experience and develop the skills needed to succeed in a role in professional sports.

DUTIES AND RESPONSIBILITIES:

Primary duties include, but are not limited to the following:

Build relationships with our current Birdland Members and create in-person, phone, and email touchpoints with each account throughout the season to ensure satisfaction.
Gain an expert-level knowledge of our Birdland Membership program including Birdland Rewards and be able to use that knowledge to educate our customers on their full range of benefits.
Learn from an experienced Membership team and develop the skills needed for the next steps in your career.
Assist with exclusive events and on-field experiences through our Birdland Rewards program.
Fulfill Birdland Rewards redemptions both offline as well as at our Birdland Rewards Pickup location on gamedays.
Develop and implement new experiences to both meet and educate your clients with the goal of creating in-person touchpoints with all accounts.
Develop your knowledge of our CRM software (Salesforce) to track all customer interaction and complete all assigned follow-up activities. Ensure all customer data is accurate and up to date.
Strive to not only meet but exceed specified goals throughout the year including a desired rewards engagement rate for current Birdland Members.
Drive additional touchpoints with Birdland Members through in-seat interactions and on-field activities
Complete ticket orders within our ticketing system (ProVenue)
Become proficient in the MLB Ballpark app and My Orioles Ticket account to assist members with exchanging, forwarding, and purchasing online.
Find creative and effective ways to educate our Birdland Members on added value benefits, including our Birdland Rewards program.
Perform related duties as required

QUALIFICATIONS:

Passionate learner with a growth mindset looking to start a career in service and/or sales
No experience required. Past customer service experience or experience within a professional environment a plus.
Must be comfortable communicating with customers in person, over the phone and show strong written communication skills via email.
Have a team mentality with the ability to collaborate with coworkers to complete assigned tasks.
Ability to resolve customer issues with support from management.
Willingness to pitch in and help with other departmental goals as needed.
Flexibility to work event hours plus some weekend and evenings.

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.