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Member Services Representative, Premium

Orlando City Soccer Club
Orlando, FL
Ticket Sales and Services: Premium/Suite Sales
Department: Sales
Reports to: Member Services Manager, Premium
After winning three USL-Pro regular season championships and two postseason titles over a four-year span, Orlando City SC quickly set the standard for professional soccer clubs both on and off the field and was awarded the 21st Major League Soccer (MLS) franchise on Nov. 19, 2013. The Lions played their first two seasons in MLS at the Orlando Citrus Bowl, where they held the second-highest average attendance in MLS. In 2016, the Club launched Orlando Pride in the National Women’s Soccer League (NWSL) and Orlando City B in the United Soccer League (USL).
In March 2017, Orlando City SC unveiled its brand new, privately financed downtown stadium. With a capacity of 25,500 fans, Orlando City Stadium creates the most exciting game-day experience for fans in the country.
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Position Summary:
The Premium Member Services Representative is responsible for excellent servicing and relationship building with a focus on retaining and growing all assigned Orlando City SC and Orlando Pride season ticket member accounts. Entailing, but not limited to, responding to questions, comments or concerns via telephone or in-person from all season ticket members.
Essential Duties & Responsibilities:
  • Execute a year-round, full service philosophy that includes proactive communication and value-added services for ticket members.
  • Proactively solicit account retention by securing renewal commitments.
  • Field and respond to all ticket member inquiries, requests, feedback.
  • Act as primary point of contact for all assigned season ticket members, including overall game day experience to ensure customer satisfaction and resolve any ticket issues
  • Maintain up-to- date touchpoint tracking to achieve service goals
  • Conduct thorough game day walk-throughs of Club and Suite levels
  • Ensure customer data and profile requirements are accurately represented in database.
  • Educate ticket members of all applicable membership benefits, programs and events.
  • Identify opportunities to add-value to membership benefits, programs and events.
  • Identify areas to improve experience both on game day and non-game day
  • Assist in planning, facilitating and executing exclusive ticket member events throughout the calendar year.
  • Act as information liaison for all Orlando City SC home games and stadium events.
  • Survey and analysis of various reporting (attendance, game day experience, etc.).
  • Other duties as assigned by Premium Member Services Manager or Sr. Director of Member Services. 
  • Prior experience selling and/or servicing VIP/premium clients in professional or collegiate sports (or related industry) is preferred
  • Bachelor’s Degree Preferred
  • Strong customer service, interpersonal and communication skills
  • Strong familiarity with Microsoft Office Suite (Word, Excel, Power Point, Outlook) required
  • Knowledge of Salesforce and Archtics is preferred
  • Experience in the Florida marketplace preferred but not necessary
  • Able to work non-traditional hours, in non-traditional settings, within a team atmosphere
  • Fluent in Spanish or Portuguese a plus.
  • Reliable transportation and ability to travel to offsite client meetings and other events.

Job Questions:

  1. How did you hear about this job?

  2. Do you currently reside in Central Florida?

  3. Do you have previous experience with VIP/premium clients?