NFL Careers

Member Experience Specialist - Jacksonville Jaguars (JACKSONVILLE · FL)

Jacksonville Jaguars Jobs
Sports Jobs in JACKSONVILLE · FL
Ticket Sales and Services: Client Relations/Customer Service
About the Jacksonville Jaguars 
The Jacksonville Jaguars are a professional football team and a member of the National Football League’s AFC South Division. The Jaguars are one of the NFL’s youngest franchises, playing their first regular season home game on September 3, 1995, in Jacksonville, Florida, and have since won three division titles. The Jaguars are owned by Shahid Khan, a visionary leader whose businesses include Flex-N-Gate, Fulham Football Club, All Elite Wrestling, Bold Events and Iguana Investments. Since 2012, Mr. Khan’s impact on the Northeast Florida community has exceeded $500 million, including charitable giving through the Jaguars Foundation, capital improvements to TIAA Bank Field and the creation of Daily’s Place, which hosts upwards of 40 concerts per year. Over the next several years, the Jaguars and Iguana Investments will build a new Sports Performance Center to house all football operations and launch Phase One of the Shipyards, a complete reimagination of the riverfront which will include a five-star hotel, office building and modernized marina.
 
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 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. 
 
Summary
This role serves as a liaison between the Jacksonville Jaguars/Daily’s Place and their Season Ticket Members to ensure that the highest level of service is provided. Service tasks include renewals, retention, ticketing, finance, account management and service as well as general stadium operations. It is the Member Experience Specialist’s responsibility to build strong relationships and continuously engage with our members by customizing communication and tailoring benefits to match the needs of each customer. It is also important that the Member Experience Specialist utilize knowledge of product to leverage cross-selling opportunities and generate ticket referrals from their base of accounts. 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 proactive 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 days 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 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.
  • Maintain a high satisfactory rating through Voice of the Fan and Season Ticket Member Surveys
  • Timely response and follow-up to all customers during regular business hours

Job Requirements
Required
  • 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. 
Preferred
  • 1-2 years of customer service and sales experience preferred.
  • Previous working experience with Microsoft Dynamics and/or Ticketmaster (Archtics) is a plus.
 
Perks and Offerings
Here is insight into some of the perks and offerings of the Jaguars and Bold Events: 
  • Health, Dental, Vision and Life insurance options.
  • Mobile phone stipend. 
  • 100% match of the employee’s contribution, up to 5% of income, in company 401(k) program.
  • 16 weeks of paid parental leave, including adoption.
  • Company provided lunch during the work week.
  • Wellness Programs inclusive of: Employee Assistance Program through NFL Lifeline; access to Head Team Psychologist; Calm app subscription; access to onsite weight facility; company sponsored rec leagues; company provided FitBit; significant discounts to local YMCA; wellness challenges.
  • Team member recognition program and various company events and celebrations. 
  • 17 paid company holidays in addition to 17 days of PTO (that’s over 1 month of paid time off!); Summer Fridays
  • JagsU and various company and departmental training and development options.
  • Various employee events.
  • Opportunity to receive tickets to various events such as Jaguars home games and concerts as well as other local, ticketed events. 
  • Various other perks and discounts through local partners.
  • Onsite notary.
  • Perks and offerings are subject to change and may be dependent upon role.
 
View http://www.jaguars.com/careers/ 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 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 response.)

  2. Do you have an undergraduate degree?

  3. I have 1 – 2 years of customer service and/or ticket sales experience.

  4. What interests you in the Jacksonville Jaguars? (Must provide response.)

  5. If offered the position, are you able to begin very quickly?

  6. This role may have nontraditional work hours including some nights, weekends and holidays. Are you able to fulfill this requirement?

  7. Do you have Ticketmaster (Archtics) knowledge?

  8. Do you have working knowledge of CRM systems?


 

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