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Guest Experience Coordinator with Los Angeles Rams in Agoura Hills, CA

Los Angeles Rams jobs
Sports Jobs in Agoura Hills, CA
Marketing: Fan Development
The Coordinator of Guest Experience is primarily responsible for assisting in the development and execution of all aspects of the Guest Experience business plan to support the overall business strategy of the Organization. This includes, but is not limited to, leading Rams gameday ambassadors, developing customer service standards, communication to ticket buyers of key gameday information and handling in-game and post-game single game buyer issues. He or she will aid in the establishment of a proactive guest service-based approach for all Rams home games.

Job Responsibilities: 
  • Accountable for all guest touch points for single game buyer issues, including but not limited to: mail, email, telephone, text mail, in person, and social media
  • Work with Brand Experience team on execution gameday fan experience initiatives such as autograph zone*
  • Assist in process of surprise & delights for fans in attendance such as celebrating first game for a kid
  • Ensure all customer service issues are inputted into Rams CRM system, as well as following up on all issues that need to be addressed
  • Collaborates with the Director, Guest Experience & Hospitality to investigate complaints from guests and works to resolve the issues in person, over the phone, email, mail or social media outlets
  • Direct supervision of the Rams Ambassadors including training, scheduling, and creating gameday deployments. Effectively builds and maintains a high level of morale within the Rams Ambassadors and promotes an energetic and spirited environment
  • Works with the Director, Guest Experience & Hospitality to ensure timecards are edited and submitted in a timely fashion for Rams Ambassadors
  • Aid in the development of ticketholder gameday communication – including gameday emails, gameday website, A to Z guide
  • Aid in the development of internal gameday guides and service standards for Rams staff and third party gameday staff
  • Build customer service standards and expectations to be shared with staff
  • Works on key initiatives in partnership with other departments and LA Coliseum that are operationally relevant to the Guest Experience mission
  • Supports department leadership with various administrative projects, including, but not limited to coordination and delivery of various guest, facility and event staff related
  • Research and stay current on best-in-class guest experiences technologies and techniques
  • Performs additional duties as assigned by the Director, Guest Experience & Hospitality 

Job Requirements:
  • Two to three years of related experience and/or training; or equivalent combination of education and experience. Bachelor's degree (B. A.) from a four-year college or university is preferred
  • Strong ability to work well with co-workers and supervisors in a team environment
  • Ability to complete written reports and correspondence
  • Must have strong communication skill and the ability to speak effectively to large groups of customers or members of an organization
  • Must be proficient with Microsoft Office programs (Excel, Word, Powerpoint, and Outlook)
  • Demonstrated ability to provide exceptional customer service and maintain a positive attitude in a fast paced, service oriented environment 
  • Must be able to work extended hours including nights, weekends, on-call status, and holidays as necessary

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. 

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