Fan Services Coordinator
Position Overview:
The Fan Services Coordinator plays a key role in creating exceptional experiences for fans and ticket members of the Tucson Roadrunners. This position combines outstanding customer service with proactive sales and retention efforts to help grow the team’s fan base and strengthen relationships with season ticket members, group leaders, and single-game buyers.
The ideal candidate is enthusiastic, people-oriented, and passionate about hockey and live events. They thrive in a fast-paced environment and enjoy helping fans have the best possible experience while identifying opportunities to upgrade, renew, and expand ticket packages.
Responsibilities:
Customer Service
- Engage with past game attendees to gather productive and constructive feedback, ensuring a superior customer experience.
- Respond to incoming calls, emails, and in-person inquiries related to tickets, account management, and game-day experiences.
- Resolve issues such as seating questions, ticket exchanges, and account concerns promptly and professionally.
- Assist with in-game member service tables, fan engagement activations, and special events (member parties, open practices, etc.).
- Support customer service initiatives on game day.
Sales & Retention
- Proactively contact past buyers, partial plan holders, and single-game customers to renew or upgrade into full-season or multi-game plans.
- Identify new business opportunities through referrals, inbound leads, and database research.
- Upsell seat upgrades, premium areas, and group experiences.
- Meet or exceed monthly goals for outbound calls, touchpoints, and potential sales revenue.
- Maintain accurate records in CRM systems, tracking all customer interactions and transactions.
Game Day & Events
- Participate in select home games, as needed, and select team events to provide in-person customer service and represent the organization in a positive manner.
- Support fan engagement and promotional initiatives, including customer appreciation nights, giveaways, and theme nights.
Qualifications:
- Bachelor’s degree preferred (Sports Management, Marketing, Communications, or related field).
- 1–2 years of customer service or sales experience, preferably in sports, entertainment, or hospitality.
- Strong communication and interpersonal skills with a passion for helping people.
- Comfortable making outbound calls and discussing ticket options with fans.
- Organized, detail-oriented, and able to multitask in a fast-paced environment.
- Available to work evenings, weekends, and holidays as required by the game and event schedule.
Compensation & Benefits:
- Part- time up to 25 hours a week
- Hourly plus commission based on performance.
- Complimentary and discounted tickets.
- Opportunities for career growth within the organization.
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.
