ABOUT ELEVATE:
Elevate is a full-service consulting firm that inspires high-performing organizations to find their limits and push past them. With expertise in brand consulting, sales strategy, data-driven insights, and talent optimization, Elevate gives its clients a competitive edge in the fight for people’s precious time and attention. Established in 2018, Elevate aims to help sports teams and leagues spark innovation and drive performance. In the years since, the world of sports has transformed, today standing at the convergence of media, entertainment, and consumer brands, with Elevate supporting some of the world’s most ambitious businesses across these sectors. Elevate’s proprietary technology, data sources, and software products combined with our thoughtful insights, and people-centric approach give clients a 360-degree view of their customers, underpinning intelligent decision-making on marketing spend, growth strategy, and more.
Our team of 400+ employees spans the globe with 20 locations worldwide. We value recruiting diverse individuals to our team to bring new perspectives to our company and look forward to learning more about you in the recruitment process. To learn more and see what we’ve been up to, follow Elevate on X, LinkedIn, and Instagram.
PREMIUM SERVICE REPRESENTATIVE OVERVIEW:
Elevate is excited to immediately hire Premium Service Representatives for a dynamic, multi-use sports and entertainment destination in Mexico City, Mexico. In partnership with our client, this is a unique opportunity to be part of an innovative team disrupting the sports and entertainment landscape while driving attendance and revenue growth at a sports & entertainment venue.
We are looking for hardworking, positive, and passionate individuals committed to growing into future service leaders. Premium Service Representatives will focus on delivering personalized, proactive, and exceptional experiences to premium clients, including suite holders, club seat members, and hospitality guests. This role is not just about customer service—it’s about creating unforgettable moments and ensuring that every guest encounter adds value to the client relationship.
As key brand ambassadors, Premium Service Representatives bring the energy and magic of the venue to life—one seat, suite, and smile at a time. They will play a vital role in fostering long-term loyalty and building meaningful relationships with high-value clients.
Day-to-day leadership and mentoring will be provided by the Manager, Premium Service & Operations and Director, Premium Sales. The position pays hourly, plus bonus opportunities.
Location: Mexico City, Mexico (CDMX)
RESPONSIBILITIES:
- Serve as the main point of contact for assigned premium accounts.
- Build and manage structured personal outreach plans: phone calls, emails, in-person meetings, matchday check-ins, and exclusive activations.
- Be attentive and respond to all customer requests, concerns, and inquiries within 24–48 hours.
- Respond quickly and empathetically to client requests, concerns, and service needs.
- Serve as a proactive liaison between premium clients and internal departments to ensure expectations are exceeded.
- Identify and resolve issues in real time, ensuring every premium guest interaction feels personalized and memorable.
- Collaborate with hospitality and operations teams to ensure seamless experiences on matchdays and event nights.
- Assist in game day duties including hosting member events and fulfilling premium client requests.
- Coordinate with operations and hospitality teams to anticipate and resolve potential friction points in the customer experience, especially during peak attendance periods.
- Support the planning and execution of exclusive events for premium clients.
- Contribute to retention and engagement strategies by supporting communication campaigns and experience enhancements.
- Gather client feedback to identify areas for improvement and innovation.
- Identify and pursue upsell, renewal, and referral opportunities to drive revenue growth.
- Represent Elevate and Estadio Banorte with professionalism and a service-first mindset at all times.
QUALIFICATIONS:
- Bachelor’s degree or equivalent experience in hospitality, communications, business, or related fields.
- 1–2 years of experience in premium service, client relations, or event management within sports, entertainment, or luxury environments.
- Excellent interpersonal communication, empathy, and conflict-resolution skills.
- Ability to prioritize tasks, multitask effectively, and stay calm under pressure.
- Proactive, detail-oriented, and service-driven personality.
- Experience with CRM tools and digital ticketing platforms is a plus.
- Availability to work flexible schedules including evenings, weekends, and all scheduled stadium events.
- Be customer service and fan experience oriented.
- Excellent communication skills including written and verbal; ability to present ideas clearly and concisely.
- Solid prioritization and organizational skills, being able to handle multiple projects at once.
- The ability to thrive in a dynamic, deadline driven environment.
- Interpersonal skills – ability to maintain confidentiality, listen to others, and willing to try new ideas.
- Available to work a variable schedule, including holidays, nights, weekends, and all Banorte Estadio events.
- Fluent in Spanish and English (spoken and written), with the ability to communicate effectively with international clients and partners.
POSITION AND BENEFIT DETAILS:
- Full-time, salaried
- Christmas bonus in accordance with the Federal Labor Law
- Vacation in accordance with the Federal Labor Law
- Vacation bonus in accordance with the Federal Labor Law
- 9 days of paid leave subject to the terms and conditions defined by the Company
- Any other benefits established by the Company for the benefit of its employees, in accordance with Company policies
WORKING CONDITIONS
- Travel Requirements
- Work Environment
- Candidate must live in Mexico City or the surrounding area and work out of the CDMX office
- The incumbent primarily works in an office environment, however, is expected to attend all related client events
- Ability to work extended hours, weekends, and holidays when required
This position is open to all qualified candidates. If you need assistance or accommodation due to a disability in connection with the application process, you may contact us at [email protected]
We are proud to be an equal opportunity/veterans/disabled/ LGBT employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need, without regard to race, color, religion, gender, sexual orientation, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by applicable law.
We are proud to be an equal opportunity/veterans/disabled/ LGBT employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need, without regard to race, color, religion, gender, sexual orientation, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by applicable law.
