SUMMARY:
The Service & Retention Specialist is responsible for supporting the day-to-day operations of the Lehigh Valley Phantoms Premier Members, Membership events and benefits, as well as overall efforts to create and deliver a world class engagement and service experience for Premier Members. The Service & Retention Specialist is also responsible for additional revenue generation for the Lehigh Valley Phantoms and PPL Center through group sales, Premier Memberships, and Partial Plan sales. As a high performing sales & service team in the American Hockey League, we are looking for the next wave of sales & service stars to take us even higher!
JOB RESPONSIBILITIES
- Improve year-over-year fan satisfaction, retention rates, and associated revenue goals with the AHL’s Lehigh Valley Phantoms Premier Membership account base
- Be the primary point of contact for an assigned account base, and the person these fans will connect with from the organization the most, and proudly exhibit incredible customer service skills with each fan interaction
- Sell a full-menu of ticket products & hospitality packages for the AHL’s Lehigh Valley Phantoms, as well as other events at the PPL Center, including family shows, concerts, & more
- Execute sales campaigns to generate ticket revenue. Maximize upsell and upgrade opportunities for all accounts.
- Encourage non-renewed Membership accounts to renew through incentive & benefit program
- Sell upgrades and add-on's and gain referrals from your assigned account base
- Assist in planning and executing Premier Membership events and experiences, including research, ideation, setup, operations, and more.
- Work closely with multiple departments (including marketing, corporate partnerships, and the arena operations staff) to execute a year-round service plan in order to maximize retention of the season ticket base annually
- All other duties as assigned.
QUALIFICATIONS
- Bachelor’s degree from four-year college or university
- Minimum of one (1) year of sales training experience
- Ability to work in a team/collaborative work environment is required along with strong organizational, interpersonal, analytical, and planning skills
- Demonstrate a positive attitude
- Proactive with proven ability to work independently and take ownership of projects
- Strong critical thinking and conflict resolution skills handles difficult situations effectively, objectively, and with empathy.
- Ability to multi-task and prioritize to adapt to rapid change.
- Excellent interpersonal and communication skills, both written and verbal
- Ability to work non-traditional hours, in non-traditional settings, including all home games (or other work events) that fall on nights, weekends, and/or holidays
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
