Representative, VIP Services – Ticketing

POSITION SUMMARY:

Provide year-round exceptional “Customer Care” for Rockies VIP Clients (Season Ticket, Mini-Plan and Premium customers), effectively communicating through phone, in-person interactions, and email correspondence. Perform varied administrative tasks to help ensure proper account management and communication, striving to ensure VIP Clients feel valued and cared for.

DUTIES & RESPONSIBILITIES:

Provide comprehensive customer service over the phone by answering questions, selling tickets, taking payments, explaining ticket plans, and effectively communicating various policies to customers.
Work efficiently with computer programs including ticket selling system, Microsoft Office, Excel, and other relevant software.
Regularly update and maintain the Season Ticket and Mini Plan email inboxes, ensuring timely and accurate communication with customers.
Utilize CRM software to document and manage customer information, facilitating personalized service and efficient follow-ups for plan holders.
Actively contribute to the development and refinement of department policies.
Monitor department webpages, ensuring accurate and up-to-date information is available to customers.
Engage in year-round outreach to VIP clients, adding additional touch points to foster strong and lasting relationships.
Participate in the planning and execution of the Season Ticket seat change process at the beginning of the new season sales cycle.
Support the Season Ticket invoice process and collection of payments in the off-season, ensuring accounts are accurately updated.
Assist with the Passport Mini-Plan renewal process, ensuring accounts receive appropriate plans and information.
Contribute to the planning and execution of Plan Holder events (including Rockies Fest, Autograph Sessions, etc.), fostering customer loyalty and satisfaction.
Contribute to the creation of plan holder forms and assist in processing them as they are submitted.
Assist customers with Ballpark app questions, providing guidance and troubleshooting support.
Host customers during pregame activities, ensuring VIP Clients have a memorable experience.
Analyze plan holder accounts, forms, and CRM data in order to better understand customer account activity.
Use analysis of customer accounts to develop and implement more personalized communication strategies, understand VIP client needs, and address concerns.

JOB REQUIREMENTS:

Excellent communication and customer service skills, with a strong commitment to delivering outstanding experiences.
Proficient in Excel, Word, Outlook and Ticketmaster preferred.
Ticketing experience is strongly preferred.
Bachelor’s or associate degree preferred, preferably in business, marketing, communications, or sports management, and/or combination of equivalent experience.
Strong organizational skills, attention to detail, and the ability to manage multiple tasks effectively.
Possess leadership skills, forward-thinking mindset, and strong problem-solving abilities.
Professional image and demeanor.
Strong ability to work well with co-workers and supervisors in a team-oriented environment.

WORKING CONDITIONS/WORK SCHEDULE:

Work schedule generally Monday – Friday 8 a.m. – 5 p.m., with a few exceptions, 40 hours/week.

SALARY RANGE:

Annual Salary: $48,000. This is a regular status, full-time position eligible for all company benefits including but not limited to Health Insurance (medical, dental, vision), Retirement, and accrued time off (Vacation/ Sick/ Holiday)

APPLICATION PROCESS:

Applications will be reviewed on a rolling basis but must be received by February 5th, 2024 at 4 PM MST.
A cover letter and resume are required to complete your application. Please add your cover letter on the second page of the application under "Documents".
The estimated time to complete the recruitment process will be March 4th, 2024.
- A note for Colorado Rockies employees:
  - Please apply via the internal job board in UKG by following these prompts: MENU > MYSELF > MY COMPANY > VIEW OPPORTUNITIES > select the position > CONSENT > APPLY NOW
- If you cannot access UKG, please list your most recent Manager as an Employee Reference on your application.

EQUAL OPPORTUNITY EMPLOYER:

Rockies baseball is for everyone! We pride ourselves on hiring, developing, and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, veteran status, or any other category protected by law. In addition, we will endeavor to provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities in compliance with the ADA. All employment and promotion decisions will be decided on the basis of qualifications, merit, and business needs.