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Manager, Season Ticket Holder Services (Ticket Customer Service) - New Orleans Saints and Pelicans (Metairie · LA)

New Orleans Saints and Pelicans jobs
Sports Jobs in Metairie · LA
Ticket Sales and Services: Ticket Sales Management
If you are interested in sports jobs with the New Orleans Saints and Pelicans, you’re in the right place!

Position Overview:
The New Orleans Pelicans & Saints Ticket Sales and Service Department is seeking a talented and passionate individual who is committed to becoming a customer service leader in the sports industry. This individual will work directly with the Sr. Director of Ticket Service and Operations and be responsible for helping create and execute an elevated customer service experience to all Saints and Pelicans season ticket holders and fans. The elevated customer experience will be created through developing and executing a service program that has an engaging year-round touchpoint program, consistent training of ticket sales and service teams, and identifying and resolving customer issues in innovative and timely fashions.

Responsibilities:

  • Directly Manages and Holds Weekly One on Ones with Staff of 4
    • Season Ticket Service Supervisor
      • Supervisor Directly Manages Staff of 6 Ticket Service Associates
    • Season Ticket Service Coordinator
    • Season Ticket Administrator
    • Front Desk Receptionist
  • Helps Create and Execute Overall Saints and Pelicans Ticket Sales and Service Customer Service Program in Collaboration with Ticket Sales and Service Vice Presidents and Directors through
    • Planning Weekly, Monthly, Quarterly, Yearly Touchpoint and Service Goals
      • Developing and Overseeing an Engaging Weekly, Monthly, Quarterly, and Yearly Touchpoint Execution with each Ticket Sales and Service Team in Coordinator with each team’s Director and/or Manager
      • Working with Business Intelligence Department to Develop and Monitor Daily Reporting to help Achieve Touchpoint and Service Goals
    • Developing and Executing Service Weekly and Monthly Trainings with teams within the Ticket Sales and Service Department
      • Including On-Boarding New Ticket Sales and Service Employees in Best Customer Service Practices and Goals
    • Identifying, Problem Solving and Communicating Solutions to Customer Service Issues from Season Ticket Holders and Fans
    • Researching and Finding Ways to Adapt Best Service Practices from Service Leading Industries both in and out of Sports World
    • Innovating New Customer Service Concepts and Ideas
  • Manages and Assists Season Ticket Service Supervisor with their Responsibilities which include
    • Directly Managing 6 Ticket Service Associates
    • Managing Saints and Pelicans Customer Service Phones Lines, Email Inboxes, and Front Box Office Windows
    • Handling Escalated Issues/Upset Customers
    • Working with Business Intelligence Department to Document Daily Numbers of
      • Inbound Calls, Emails, and Walk Ups
      • Call Talk Time Per Call and Per Rep
    • Striving to Innovate Processes to Improve Overall Customer Service through Reducing Customer Wait Times and Enhancing Quality of Service from Staff
      • Ex. Conducting Weekly Contests for Improved Results
  • Manages and Assists Season Ticket Service Coordinator with their Responsibilities which include overseeing and/or assisting with
    • Pelicans Build Your Own Benefits Program
    • Processing Refund Requests
    • In Office and Gameday Scheduling of Ticket Sales and Service Department for both team
    • NFL Membership Club Benefits for STHs
    • Gameday Ticket Sales and Service Tables Set Up and Breakdown
    • Saints 50 Year Season Ticket Holder Monument
    • Pelicans STH Events:
      • Appreciation Event
      • Chalk Talks
      • Premium Events
  • Recruitment and Hiring of New Ticket Service Associates
  • Develops and Monitors Ticket Service Content on Saints and Pelicans Websites and Apps for Season Ticket Holders and Fans
  • Manages Saints and Pelicans Mobile Ticketing Season Ticket Holder Communications and Customer Service Issues in Conjunction with other Internal Departments and Seat Geek
  • Assists Sr. Director of Ticket Service with
    • Developing, Creating, and Managing Ticket Service Content and Training Playbook
    • Potential Superdome Seat and Parking Relocations
    • Researching and Potentially Implementing New Innovative Ways to Improve Overall Customer Service both In-Office and at Games and Events
  • Oversees Service Provided at Customer Facing Areas at Ticket Office and Front Desks at Saints and Pelicans Practice Facilities
  • Monitors Weekly, Monthly, Yearly Inbound Call and Email Numbers and Reviews with Service Director to make any Strategic Adjustments to Improve Overall Customer Service Experience
  • Send Daily Activities and Calls Reporting to VP of Ticket Sales
  • Manages Saints and Pelicans Gameday Season Ticket Customer Service including
    • Handling Escalated Customer Service Issues/Complaints
    • ADA/Accessibility Seating
    • Pelicans Loaded Tickets and Build Your Benefits Programs
    • Customer Service at Ticket Sales and Service Tables and Box Offices
    • Assist with Potential Superdome Seat and Parking Relocation
  • Utilize Seat Geek Unify Ticketing System for both Teams to
    • Reserve and Sell Ticket Plans and Individual Tickets
    • Run Payments and Set Up Installment Plans
    • Process Refunds
    • Pull Reports
    • Manage Customers Contact Information

Additional Responsibilities:

  • Attend team and community events for maximizing service opportunities.
  • Ability to work in a dynamic team environment with all levels in the organization
  • Ability to work under the stress of deadlines and prioritize work when given multiple projects
  • Ability to take direction and work well with others
  • Ability to work flexible hours including evenings, weekends, some holidays and event nights
  • Other duties as assigned by department leadership

Qualifications:

  • Proficient with Microsoft Office (Word, Excel & Powerpoint)
  • Proficient with Microsoft CRM and Seat Geek SRO preferred
  • Excellent verbal and written communication skills
  • Previous Experience working in a Customer Service Industry Preferred


Applications must be submitted online. Please do not mail or email resumes to the Saints/Pelicans. All qualified candidates will be contacted by phone and/or by email. Please do not contact the Saints/Pelicans Human Resources or Hiring Manager to check the status of your application. When applying, please be sure your updated contact information is provided.

 

The New Orleans Saints and New Orleans Pelicans ("Teams") are committed to providing equal employment opportunities for candidates and employees regardless of their membership in any protected classifications. The Teams will not discriminate in violation of the law on the basis of race, color, age, national origin, sex (including sexual orientation, gender identity, transgender status, and pregnancy), religion, physical or mental disability, genetic information, marital status, veteran status, familial status, status as a victim of domestic violence, and/or any other legally protected class under applicable federal, state, or local laws. This anti-discrimination policy applies with respect to all employment decisions, including but not limited to hiring, promotion, discipline, and discharge. The Teams are committed to equal opportunity for persons with disabilities in compliance with the Americans Disabilities Act and state law.  If you feel you need an accommodation for a disability, please inform us.  Requests for accommodation will be evaluated on a case-by-case basis.  If you request an accommodation, it is essential that you participate fully in the interactive process.