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Member Experience Specialist - Jaguars (Jacksonville · FL)

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Ticket Sales and Services: Hospitality Management
About the Jacksonville Jaguars 
The Jacksonville Jaguars are a professional football team and a member of the National Football League. The Jaguars are one of the NFL’s youngest franchises and played its first regular season home game on September 3, 1995. The Jaguars are owned by Shahid Khan, a visionary leader whose businesses include Flex-N-Gate (auto parts) and Fulham Football Club (UK soccer team). The Jaguars play at TIAA Bank Field in downtown Jacksonville, Florida. Under Mr. Khan’s leadership, TIAA Bank Field has evolved to include some of the most unique stadium assets, including swim spas and 19 video boards, two of which are longer than a football field.    
The Jaguars company values are Passion, Respect, Innovation, Dedication and Empowerment (PRIDE). The Jaguars believe in the importance of diversity, continual learning and transparency. We also understand the role that excitement, originality and fun play in the workplace. All of these ideas come together to build a strong and dynamic workplace culture. Because of this, we are dedicated to, and encouraged by, leading the way in developing a distinct and inclusive team. 
This role serves as a liaison between the Jacksonville Jaguars, including Daily’s Place, and its Season Ticket Members to ensure that the highest level of service is provided. Service tasks include renewals, retentions, ticketing, finance, account management and service as well as general stadium operations. It is the Member Experience Specialist’s responsibility to build strong relationships by customizing communication and tailored benefits to match the needs of each customer. This role will also assist the department with key season ticket programs, events and tasks.
Job Responsibilities
  • Serve as the primary liaison for TIAA Bank Field, Jaguars and Daily’s Place customers.
  • Provide a consistent and disciplined approach to supporting customers.
  • Implement frequent touch point programs designed to increase customer loyalty.
  • Meet or exceed daily call volume goals—typically between 50 and 75 outbound calls per day.
  • Use effective problem-solving skills to address any customer concerns.
  • Meet or exceed yearly renewal and sales goals. 
  • Assist with developing, coordinating and implementing Season Ticket Member events.
  • Collect payments from customers.
  • Assist department with all projects that arise throughout the season. These vary in nature from mass mailings to game day and special events. 
  • Collaborate with the sales team to meet and exceed customer service expectations.
  • Collect data and follow up with guests regarding the game and event day experience.
  • Accurately manage and update CRM database for Season Ticket Member accounts.
  • Act as the point of contact for Members during Jaguars games and other events; ensure resolution of any and all concerns, check-in with and visit Members in their seats, and help create a fun atmosphere for the Member and any accompanying guests. 
  • Perform other duties as assigned by the Director of Member Experience and Retention or any other person designated by the Jaguars, TIAA Bank Field and Daily’s Place.
  • Foster teamwork, employee morale, motivation, and open communication within the Ticketing Department and other departments within the organization. 
    • Work closely with Ticket Sales, Fan Experience, Marketing, JagsCinema, Public Relations, and Sponsorship to execute integrated programs.
  • Anticipate, respond to, and resolve all complaints, requests, and inquiries from defined account base and general fan base; handle difficult situations in a calm and professional manner.
Job Requirements
  • Bachelor’s degree from an accredited university.
  • Proven experience of using relationship building and strong communication skills to increase over-the-phone, written and in-person sales.
  • Knowledge of accounts receivable and accounts payable practices. 
  • Demonstrated ability to develop and maintain relationships with customers.
  • Excellent verbal and written communication skills.
  • Excellent problem-solving skills. 
  • Ability to work long and flexible hours, including some evenings, weekends, and holidays.
  • Strong work ethic and drive to excel.
  • Must be well organized, creative and customer service oriented. 
  • Public speaking and presentation experience.
  • Flexibility and adaptability to work with customers from varying backgrounds. 
  • 1-2 years of customer service and sales experience preferred.
This position requires that the person be fully-vaccinated against COVID-19, subject to applicable law.
View to learn more about what it means to be a part of the Jaguars team!
Applications are being accepted online only.  Please do not call to apply for this position.  Please provide complete information.  An incomplete application may affect your consideration for this position.  The Jacksonville Jaguars are committed to a policy of equal employment opportunity and will not discriminate against an applicant on the basis of race, color, religion, creed, national origin, ancestry, sex, age, disability, veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, rules, or legal requirements. 
By submitting this application, you understand that you may be subject to a pre-employment drug test.  You certify that the information in your application is true, correct and complete.  You authorize the Jaguars and its representatives to contact your prior and current employer and other references and all others for purposes of confirmation of the information you have provided.  You understand your application is subject to, among other things, your eligibility to work in the United States.
Any personal data (including any sensitive personal data) that you provide to the Jaguars as part of the recruitment process and/or otherwise for potential employment may be held and processed for the purposes of your registration, application and potential selection and in connection with any subsequent employment or placement at the Jaguars or any of its affiliates. That data may be retained and further processed for the purposes of matching your skills and qualifications to future positions, identifying you as a potential candidate for future positions, to inform you of future positions and analytics in respect of who applies for positions with the Jaguars. If you are selected for the opportunity for which you apply, your personal data may be used for the purposes of entering into a relationship with the Jaguars, including sending you correspondence or general information relating to the employment relationship. Your personal data may be disclosed to Jaguars affiliates and to third-party organizations providing services to the Jaguars. Your personal data will be retained in accordance with the Jaguars document retention policies and applicable laws.

Job Questions:

  1. What is your total compensation expectation? (Must provide value).

  2. Do you have Ticketmaster (Archtics) knowledge?

  3. What attracted you to this position with the Jacksonville Jaguars? (Response required).

  4. Do you have working knowledge of CRM systems?


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