POSITION: Fan and Membership Services Executive

REPORTS TO: Director of Ticket Sales

DEPARTMENT: Ticket Sales and Service

HOURS OF WORK: Monday to Friday, 9 AM to 5 PM – Some weekends and holidays required

LOCATION: Toronto Rock Athletic Centre - 1132 Invicta Drive, Oakville

SALARY: Salary + commission

NATURE & SCOPE

As a member of the Ticket Sales department, the Fan & Membership Services Executive is responsible for managing, developing, and maintaining all areas of ticket renewals and customer service. This role will focus on building strong relationships with our most valuable fans in order to improve the overall experience and provide the best customer service possible. The position will also provide support for the ticket sales department to assist in generating new business for the Club.

RESPONSIBILITIES

Responsible for all aspects of ticket renewals, customer service, and client fulfillment
Minimum of 30 outbound calls per day to current members, referrals and new business leads generated from our current membership base
Serve as the primary liaison to all Toronto Rock Season Members
Assist with establishing, implementing, executing plans to improve retention efforts
Build strong relationships with customer base through proactive communication that includes, but is not limited to, seat visits, face to face meetings, phone calls, emails, and other communication channels
Assist in the planning and execution of Member events during the season as well as in the off-season
Identify opportunities to grow business through referrals from existing customers
Assist with creating correspondence via email, phone, and letter to season ticket members communicating new sales initiatives, benefit updates, and offers for special events
Meet or exceed renewal and sales goals assigned by the Director, Ticket Sales and Services
Assist in a variety of game-related duties on game days including client / prospect interaction, distribution of sales materials, signage set-up and takedown, troubleshooting, etc.
Staffing ticket sales booths at outside functions including tradeshows, community events, conventions, etc.
Perform other duties as assigned

QUALIFICATIONS

Minimum College/University degree
Prior customer service and/or sales experience inside or outside a sports franchise
Excellent relationship building and people skills, with the ability to interact effectively with internal and external clients at all levels within the organization
Excellent communication skills with a friendly and professional telephone manner
Ability to multi-task and meet required deadlines
A commitment to service excellence and customer satisfaction
Knowledgeable in all Microsoft Office applications
Confident, persistent and results-oriented
Solid team player with excellent interpersonal skills
Familiarity with event ticketing system is considered an asset
Experience using CRM, Sales Force preferred
Flexible work schedule, including weekends and holidays for games and events
Must be legally able to work in Canada