Season Ticket Account Specialist
A Season Ticket Account Specialist is directly responsible for all revenue goals associated with an assigned account base of existing Season Ticket Holders, focusing on renewals and retention, referrals, add-ons and upgrades. A Season Ticket Account Specialist will focus on creating relationships within their assigned account base by being pro-active to anticipate client needs. This is achieved by providing world class customer service, learning about and developing excellent relationships with accounts, and delivering customized communications, events, programs, and benefits to the team’s Season Ticket Holders.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Meet and exceed retention and associated revenue goals with assigned account base.
Build strong relationships with assigned account base through pro-active communication, including seat visits, phone calls, emails and other documented touchpoints which communicate team happenings, events, special offers and benefits.
Be pro-active, respond and resolve all customer complaints, requests, and inquiries from assigned account base; handle all customers and situations in a friendly, calm and professional manner.
Improve year over year customer satisfaction with their season-ticket investments as the key go-to person for the season ticket holder’s account.
Sell Groups tickets, Premium suite rentals, Upgrades, Add-ons, and solicit referrals to reach yearly goals.
Make a minimum of 40 outbound calls per day, plus additional touchpoints as needed (e-mails, note cards, appts).
Ensure client information and data are accurate and complete for assigned accounts.
Assist with Special Events such as Skating Events, Meet the Team Party, Chalk Talks, Tunnel of Pride, etc.
Work closely with Ticket Sales, Ticket Operations, Marketing, Community Relations, NWA Staff, Game Operations, and Sponsorship to execute integrated programs.
Work all Blue Jackets home games in conjunction with Nationwide Arena Guest Services staff to ensure a positive customer service experience.
To perform the job successfully, an individual should demonstrate the following competencies:
Customer Service & Ethics - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments. Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
Consultative Selling - Qualifies potential customers; builds rapport and establishes trust; asks questions to discover client business needs; applies product and market knowledge effectively; presents solutions that meet customer objectives; manages and documents sales process.
Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals.; completes tasks on time or notifies appropriate person with an alternate plan.
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Bachelor’s Degree from four-year college or university in business, communications, or sports management preferred; minimum of 1-3 years of experience in ticket sales/service, hospitality, and event or account management preferred; or equivalent combination of education and experience.
To perform this job successfully, an individual should have knowledge of Microsoft Office Software. Experience in Microsoft Salesforce CRM and Ticketmaster Archtics is a plus.
Physical Demands and Work Environment
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and walk. The noise level in the work environment is usually moderate. The employee must be able to lift and/or move up to 25 pounds. #CBJ Culture
The Golden Rule is the foundation on which the Columbus Blue Jackets were built. To be world class and professional in everything we do, our culture compels us to treat each other, partners and fans the way we would want to be treated. Our employees are honest and hard-working. We recognize that our employees are our most valuable asset and that we couldn’t do the work we do without them. Everybody has a role to play and without each role, there can be no whole.
We are good citizens
We recognize we are more than just a company or a hockey team, we are partners in our community. In addition to the incredible work of the Columbus Blue Jackets Foundation, our employees are community-minded and dedicated to being good citizens. We not only give back monetarily, but even more importantly, we give back with our time.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.