Job Summary
The Richmond Flying Squirrels are seeking Fan Services Associates to serve as frontline ambassadors of CarMax Park and help create memorable fan experiences. This role is essential to driving guest satisfaction through welcoming interactions, stadium navigation support, and issue resolution at front gates and service booths. Fan Services Associates set the tone for each event and play a key role in delivering a fun, safe, and memorable environment for every fan who enters the ballpark.
Key Responsibilities
- Greet and engage fans with enthusiasm while providing accurate information regarding stadium locations, policies, directions, and event updates.
- Staff fan services booths throughout the ballpark, delivering timely, friendly, and efficient guest assistance.
- Professionally address guest questions, concerns, complaints, and compliments with a sense of urgency and care.
- Document and track guest feedback using internal reporting tools to support service improvement efforts.
- Communicate recurring issues, trends, and time-sensitive concerns to supervisors to enable prompt resolution and service recovery.
- Collaborate closely with Game Day Operations, Security, Ticketing, and other departments to resolve guest-impacting issues and ensure a seamless fan experience.
- Create small but meaningful “surprise and delight” moments that strengthen the Flying Squirrels fan experience.
- Escalate safety, medical, or security concerns immediately and follow established protocols.
- Perform additional duties as assigned.
Qualifications
- High school diploma or equivalent required.
- Previous customer service or guest-facing experience preferred.
- Strong listening, interpersonal, and customer engagement skills with the ability to remain positive and composed in high-pressure situations.
- Clear, confident verbal communication skills.
- Comfortable working outdoors in varying weather conditions and standing or walking for extended periods.
- Physically capable of walking, reaching, and occasionally lifting items weighing up to 25 pounds.
- Availability to work evenings, weekends, and holidays throughout the baseball season.
- CPR certification preferred, or willingness to obtain if required.
- Bilingual or multilingual language skills are a plus.
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.
