Job Title:Guest & Member Relations Associate Department:Guest & Member Relations

Reports To:Guest & Member Relations Manager Status:Non-Exempt(overtime eligible)

The Tampa Bay Buccaneers vision is to be the premier NFL Franchise both on and off the field that sets the standard in global sports entertainment and embodies the spirit of Tampa Bay. The Buccaneers aim to employ individuals whose professionalism and dedication align with our vision.

Employees must be able to perform the essential functions of this position satisfactorily.The requirements listed below are representative of the duties, knowledge, skills, and/or abilities required.
If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions.

Core Functions:

·Provide world-class customer service, through relationship-based selling skills, in order to increase Season Pass Member’s loyalty, customer satisfaction and retention rates

·Responsible for all revenue goals associated with a defined base of existing season pass members, including renewals, referrals, add-ons and upgrades

·Develop excellent relationships with members and deliver customized communications, events, programs and benefits to the Buccaneers most important fan

Successfully meet quantitative retention goals by proactively offering benefits, fostering Member loyalty, and creating lifelong memories
Manage a dedicated book of business, using outbound and inbound calls, e-mails, and in-person meetings in a fast and accurate manner on a daily basis
Execute Member engagement programs and call campaigns including, but not limited to, cancellations, past due accounts, survey questions, event invites, and renewal likelihood
Process payments, relocation requests, account transfers, address changes, ticketing issues, and any other account related duties for Season Pass Members
Correspond and resolve appropriately any customer issues
Perform customer service-based duties for all home games, events, and special features

Skills & Abilities

Proven experience using relationship-based selling skills over the phone, through writing, and in-person communication channels
A passion for building relationships with people and natural customer service instincts
A positive and resilient team centric attitude with a professional demeanor
Advanced time management, multi-tasking, and prioritization skills
Strong critical thinking, problem-solving, and conflict resolution skills
Excellent written and verbal communication skills

Experience & Education

Proven experience using relationship-based selling skills over the phone, through writing, and in-person communication channels
A Bachelor's Degree or commensurate work experience
One to Three years of customer service and/or retention experience

Technical Knowledge

Proficiency in MS Office programs (Word, Excel, and Outlook)
Experience using Archtics ticketing system and Salesforce CRM preferred

Work Environment

The Company is a professional, fast paced, creative business environment.Other environmental conditions:

Extended evening, weekend work hours sometimes required; required to work all home and some away games: may have to work occasional holidays
Stressful and demanding work environment in executing short deadlines
Computer and desk work a significant part of daily activities
Sitting, standing, working with hands for extended periods of time
Rarely is lifting more than 20 pounds required

FT - Guest & Member Relations Account Associate