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The Fan Services Associate serves as a liaison between the Atlanta Falcons and our season ticket members/fans and will help deliver the highest level of service through relationship building, value added efforts and gameday activities. This position will be located in Mercedes-Benz Stadium.

Roles and Responsibilities

  • Develop, enhance and maintain relationships with Season Ticket Members by phone, email and in person

  • Proactively communicate with Season Ticket Members to determine their needs and become an expert on the products and services offered

  • Assist in the development of innovative processes that create a proactive service experience for our Season Ticket Members and fans

  • Identify, troubleshoot and resolve unusual/adverse situations using a quick response approach and make sound judgment decisions based on available facts

  • Answer incoming telephone calls, including requests such as account profile changes, account balance inquiries, gameday questions, etc

  • Collect Season Ticket Member information and manage customer records within Archtics and CRM

  • Communicate upcoming promotions and other season ticket member benefit information as needed

  • Work gamedays and provide service support on concourses to our Season Ticket Members

  • Coordinate touchpoints and face-to-face meetings during gameday

  • Assist department with all projects varying in nature from mailings to special events

  • Coordinate annual projects related to season ticket mailing, renewals and playoffs, as well as touchpoint campaigns

Qualifications and Education Requirements

  • Bachelor’s degree in Sports Management or related field

  • Previous experience working in a customer service role

  • Previous experience working in a fast-paced environment

Required Skills

  • Customer service orientation with focus on producing quality, timely results with a sense of urgency

  • Strong Interpersonal skills including a positive demeanor, team spirit, and professionalism

  • Judgment and problem solving

  • Planning, organizing, attention to detail

  • Flexibility and adaptability

  • Time management and multi-tasking

  • High level of computer proficiency (Microsoft Word, Excel, Outlook, PowerPoint)

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position

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.

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