JOB SUMMARY: This position is responsible for the retention and management of all Victory Club Half Members. Service Associates are tasked with exceeding the expected level of service for Victory Club Half Members and renewing them year over year while growing their book of business via cross-selling, referrals, and other new business initiatives. This position is eligible for partial remote work with supervisor approval.
ESSENTIAL FUNCTIONS:
- Provide exceptional service and touchpoints to all Half Season Members and track said services in KORE as directed
- Renew half season and partial accounts at an exceptional rate, while also putting a focus on fresh sales throughout the year
- Maintain monthly touchpoints with customers, meet them face to face (both in-season and in off-season appointments), and hit touchpoint targets with each customer in a way best suited to that customer’s needs
- Inform, educate, and instruct Half Members on their benefits and best practices, acting as an informed consultant and trusted advisor
- Build clout with the account base through efficiency, dependability, and a positive and helpful attitude
- Answer all customer inquiries as immediately as possible, with average response time under 1 business hour, never to exceed 24 hours without a response during the work week
- Execute all customer requests through the box office and secure payment for Memberships
- Cross-sell account base into groups, suites and additional Memberships or premium products
- Act as Client Relations Service Associate team member in answering in-bound calls on Membership hotline and assisting other Members
- Cover assigned shifts at sales tables, VCM receptions, and other VCM experiences throughout the season.
- Focus on the outbound selling of Full Season Memberships, Half Season Memberships, Partial Season Memberships, Mini Plans, Groups, Suites, and Premium Product
JOB QUALIFICATIONS:
- Bachelor’s Degree or equivalent experience
- Ability to work independently and as an effective team member
- Strong customer service skills and problem-solving abilities
- Ability to handle a fast paced and sometimes high stress environment
- Excellent communication and organizational skills with a client-centric attitude
- Professional, self-motivated, confident and willing to lead by example
- Previous sales experience or professional sports experience are all preferred
- Ability to work in a team-oriented environment with an irregular work schedule to include nights, weekends, and some holidays
- Knowledge of Archtics ticketing system, Microsoft Dynamics (KORE), and basic Excel/Word proficiency are all preferred
Physical Demands and Working Environment
While performing the duties of this job, the employee is required to stand, walk, sit, use hands and fingers, handle objects and office tools, reach, balance, stoop, kneel, crouch, talk, and hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is exposed to an office and an arena environment, with noise levels ranging from moderate to quite loud.
* This job description does not contain a comprehensive listing of activities, duties, or responsibilities. Other tasks and duties may be assigned as needed.
DSE Hockey Club, LP is an Equal Opportunity Employer
