Position Summary:
This position will support the ticket sales & service operations, support the retention of our season ticket members, and fulfill ticket sales orders, vouchers, and exchanges. This position will work collaboratively with the CT Sun ticket sales team to fulfill experiences, benefits, and touch-points that engage and retain fans. This position will also be responsible for developing and implementing campaigns for events, payment, attendance, and benefits. The Client Service Coordinator will report to the Manager, Client Service.
Primary Duties and Responsibilities: includes but not limited to:
- Implement and prioritize the outreach to customer fans to monitor for fan satisfaction, churn risk and vouchers & exchanges for season ticket, group, and partial sales plans.
- Support key events and outreach campaigns with phone & e-mail
- Manage the customer support main e-mail and phone line for fan ticket exchanges, seat selection for partial plans, and voucher redemptions.
- Organize the customer outreach & events with creative assets, collateral, signage, and location coordination to be deployed by the Client Service, & Sales team.
- Work closely with CT Sun Marketing to develop dynamic member events and benefits that highlight the unique value proposition of the Sun and the WNBA.
- Actively maintain a CRM system for tracking season ticket purchases, payments, benefit fulfillment, and ad renewals.
Secondary Duties and Responsibilities:
- Work with Manager, Client Services and Director, Ticket Sales to provide memorable experiences and support the team with customer service.
- Reinforce a culture of personal accountability driving organizational/team goals
- Keep up with industry publications and work closely with colleagues across the WNBA and other global professional sports teams to understand best practices and emerging partnership trends.
- Seek out learning and development opportunities to enhance job performance and skills
Minimum Education and Qualifications:
- Bachelors’ Degree required
- Minimum of 5 years of Ticket Sales & Service in sports or related fields or in the Connecticut marketplace
Competencies: Incumbent will master the following competencies while in this position:
- Fundamental understanding of renewal, seat selection/management, and churn management processes
- High proficiency with venue & ticket-related analytic tools and software (e.g., Archtics, FEVO, Surveys).
- Strong interpersonal skills and ability to problem solve.
- Excellent customer service skills.
- Outstanding training skills.
- Positive attitude, self-motivated, and growth mindset
- Strong written and verbal communication skills with the ability to handle complex matters in a diplomatic but effective way
- Excellent organizational and multi-tasking skills
- Knowledge of Word, Excel, PowerPoint and Outlook
- Knowledge of corporate and department policies and procedures
- Effective utilization of our evaluation programs
- Thorough understanding of the Mohegan Tribal Employment Rights Ordinance (TERO) as it relates to employment
Training Requirements:
- Must complete all appropriate Human Resources Training courses
- Mohegan Sun CER and purchasing procedures
- Knowledge of Mohegan Sun Time and Attendance Systems and Manager Self Service
Physical Demands and Work Environment:
- Office work environment
- Must be able to sit in front of a computer screen for extended periods of time
- Must be able to work various shifts and flexible hours including nights, weekends, and holidays
This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with this job. Mohegan Sun reserves the right to make changes to the above job description whenever necessary.
