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.

Position Summary

The Fan Services Executive serves as a liaison between the Atlanta Falcons and our season ticket members/fans, and will help deliver the highest level of service through relationship building, account management, PSL collection, value added efforts and gameday activities. This position will be located in Mercedes-Benz Stadium.

Roles and Responsibilities

Build and establish relationships with a pre-determined group of PSL Owners.
Develop, enhance and maintain relationships with Season Ticket Members by phone, email and in person.
Proactively communicate with Season Ticket Members to determine their needs and become an expert on the products and services offered.
Assist in the development of innovative processes that create a proactive service experience for our Season Ticket Members and fans.
Identify, troubleshoot and resolve unusual/adverse situations using a quick response approach and make sound judgment decisions based on available facts.
Answer incoming telephone calls, including requests such as account profile changes, account balance inquiries, gameday questions, etc.
Collect Season Ticket Member information and manage customer records within Archtics and CRM.
Communicate upcoming promotions and other season ticket member benefit information as needed.
Work gamedays and provide service support on concourses to our Season Ticket Members.
Coordinate touchpoints and face-to-face meetings during gameday.
Assist department with all projects varying in nature from mailings to special events.
Coordinate annual projects related to seat upgrade program, retention and playoffs, as well as touchpoint campaigns.

Qualifications and Education Requirements

Bachelor’s degree in Sports Management or related field.
2+ years of experience in a customer service support function.
2+ years of experience with Ticketmaster, Archtics and CRM.
Previous experience working in a fast-paced environment.

Required Skills

Customer service orientation with focus on producing quality, timely results with a sense of urgency
Strong Interpersonal skills including a positive demeanor, team spirit, and professionalism
Judgment and problem solving
Planning, organizing, attention to detail
Flexibility and adaptability
Time management and multi-tasking
High level of computer proficiency (Microsoft Word, Excel, Outlook, PowerPoint)

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.