Role Overview

Manage ~500-600 STM accounts, anticipating and resolving all season ticket member complaints, requests, and inquiries to drive high renewal rates and individual client upsells with a passion for customer care
Create a constant communication loop with all STM accounts to ensure they have all information related to membership (including upcoming events, payments, special promotions)
Develop a strategic client engagement strategy tailored to account needs including but not limited to face-to-face visits, out of office meetings, presentations, phone calls, hand written notes, emails, and premium client experiences on special occasions
Find opportunities to go above & beyond for select STM special occasions (e.g. anniversaries, birthdays) to drive loyalty
Send out invitations and collect RSVPs for all game-time experiences (e.g. half-time reception, tunnel experience)
Track all account activity in Dynamics 365 (CRM)
Assist in selection & distribution of all STM gifts (renewal and holiday)
Process payments for STMs
Troubleshoot all ticketing problems
Assist with packaging, shipping and tracking of ticket packages
Plan and execute at least one season ticket event to drive loyalty (including budget, venue negotiations, logistics, catering, invite/RSVP list, player/Laker girls appearance, & follow-up)
Help other Customer Service Specialists with their events
Represent the Lakers brand as a VIP host at all games (including invites to exclusive clubs for elevated game day experience and occasionally in-seat visits)
Ensure all Customer Service duties are completed each game (setup and take down of customer service booth, messages on message board, and gifts for STMs)
Check in for game-day experiences (e.g. half-time reception, tunnel experience)
Manage the Ticketing department general phone line to assist in troubleshooting any ticketing issues and/or general ticket inquiries
Grow individual client portfolios though additional seat purchases, seat upgrades, and parking
Participate in “Select a Seat” sales event to sell open season seats (in-person or virtual)
Assist with special projects that help to retain clients (e.g. kids club, social media content, contests, etc.)

Requirements

Bachelor’s degree (required)
A minimum of two (2) years customer service experience (required).
Hospitality and event experience preferred.
Technology Capabilities: Microsoft Office (including Excel, Word, Outlook, PowerPoint & Windows)
Ticketmaster Archtics, AXS, and other related ticketing platforms
Dynamics 365 (or related CRM platform)
Superior ability to read, analyze, and interpret written and verbal instructions and reports.
Superior ability to generate engaging correspondence.
Ability to effectively and professionally present information and respond to questions from supervisors, clients, customers and general public.
Must be able to handle and remain calm in high pressure situations.
Proven ability to develop long-lasting relationships and provide outstanding, individualized customer service.
Excellent ability to multi-task, prioritize, juggle multiple projects, and meet deadlines.
Knowledge to apply mathematical operations and reasoning to tasks such as analyzing costs, evaluating data, budgetary needs and managing account financials.
Employee must make independent decisions and exercise independent judgement and discretion. Critical thinking and rational decision making is important to the success of this role.
Must be able to lift a min of 50lbs. and walk significant distances in arena on game days.

Los Angeles Lakers

Open Positions (1)

Customer Service

Customer Service Specialist