The Minnesota Twins are seeking a passionate, experienced service specialist to implement customer retention strategies, increase fan engagement, and retain business through relationship building and strong communication efforts. This position is responsible for retaining and growing an assigned premium season and suite holder account base through the delivery of superior customer service, relationship building, referral generation and trust. This position will work closely with the entire Ticket Sales & Service department and Box Office by maintaining a strong line of communication to accomplish goals and objectives. We are looking for a candidate that possess an optimistic team-first attitude, as well as the competitive desire to be the best. This person must be a positive team player that is detail-oriented, self-motivated, flexible, energetic, outgoing, and resilient.
Essential Duties and Responsibilities:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Meet and exceed yearly retention goals with assigned Premium Season and Suite Holder account base.
Generate new revenue from current clientele through value-added, group and suite packages, upgrades, and referrals.
Build strong relationships with season and suite holders by fulfilling all required touchpoints via proactive communication including phone calls, emails, handwritten notes, in-seat visits, and outside meetings.
Entertain and nurture relationships with clients and prospects through creative means, including but not limited to: networking events, speaking engagements, and seat visits at games.
Provided superior levels of customer service to an assigned base of premium season and suite accounts by maintaining up-to-date knowledge and effectively and enthusiastically communication all team happenings, events, and benefits.
Anticipate, respond, and resolve all season and suite holder complaints, requests and inquiries in a timely and professional manner, while maintaining a positive and productive demeanor.
Produce exceptional, memorable experiences and magic moments for clients to create long lasting relationships and solidify the bond between the Minnesota Twins and our season and suite holders.
Perform game day responsibilities including, but not limited to, in-seat visits, handling special promotions or events, addressing season ticket holder needs and participate in all season and suite holder related special events.
Utilize KORE to record and maintain all personal touchpoint interactions with clients and document all appropriate details and information.
Collaborate with ticket sales and ticket operations teams to ensure efficient and quality servicing of accounts.
Work in conjunction with the entire Ticket Sales & Service team to uphold the mandates of the department regarding goals and objectives.
Maintain strong, cooperative inter/intra-departmental relationships.
Other related duties as required.
Preferred Experience and Education:
Prior account management and retention experience.
Prior experience managing overall guest satisfaction.
Essential Knowledge, Skills, and Abilities:
Two plus years of sports industry ticket sales and/or service experience, especially in premium sales, is preferred.
Team player with excellent relationship building and people skills, with the ability to interact effectively with internal and external clients at all levels within the organization.
Superior verbal and written communication skills.
Strong organizational and time management skills.
Proficient computer skills including experience with MS Office products such as Word, Excel, and Outlook.
Committed to service excellence and customer satisfaction.
Ability to multi-task and meet required deadlines.
Assertive, confident, persistent, and results-oriented.
While looking to succeed personally, you must be able and interested in supporting a team environment and adhering to the Ticket Sales & Service department objectives, goals, and mandates.
Familiarly with event ticketing and CRM systems.
Available to work flexible hours including holidays, evenings, and weekends.
Ability to lift items weighing as much as 25 pounds.
Must be able to work in a seated position for majority of workday.
Must be able to be productive utilizing a computer, keyboard, and telephone.
Must be able to be productive in a work environment where the noise level can be high at times.
Specific vision abilities include close vision and ability to adjust focus.
All applicants for employment with the Minnesota Twins are required to be fully vaccinated against COVID-19 prior to commencing employment. Applicants who receive a conditional offer of employment will be required to produce proof of fully-vaccinated status prior to their first day of employment. If you have any questions regarding this requirement, your vaccination status or reasonable accommodation requests, please contact HR.