Fan Services Team Member (Seasonal)

The Cleveland Guardians are seeking a Fan Services Team Member (Seasonal) to provide exceptional customer service and create a superior fan experience at Progressive Field. The ideal candidate will be knowledgeable about the Guardians organization, policies, and procedures, and will be able to adapt to a fast-paced environment. The role requires a strong commitment to delivering top-notch internal and external customer service, effective communication, and problem-solving skills.

Requirements

• Provide exceptional customer service to fans, both internally and externally
• Remain thoroughly knowledgeable in the policies and procedures of Progressive Field and the Cleveland Guardians
• Answer incoming telephone calls and provide a high level of Cleveland Guardians customer service
• Transfer of telephone calls to front office personnel and appropriate departments, as necessary
• Respond and service fans and fan feedback in a timely manner, through e-mails, surveys and instant message system
• Thoroughly enter all information from fan interactions into our customer management system
• Place follow-up calls to customers who experienced a customer service issue or needed additional information in a timely manner
• Assist team with Guardians’ fan mail by opening, documenting, responding to, and/or distributing to the appropriate department, as needed
• Send out information, including pocket schedules, fan packs, ticket information, etc., as needed
• Support miscellaneous ticketing projects, including selling single game tickets over the phone
• Aid other departments with mailing, projects and or events as needed
• Other duties, as assigned

Benefits

• Competitive hourly rate of $14.30 (may vary based on skills, experience, and qualifications)
• Opportunity to work in a dynamic and fast-paced environment
• Training on systems including ticketing software, lost and found software, Ballpark App, and software utilized when entering all information from fan interactions
• Opportunity to access internal resources with expertise in: resume writing, interviewing skills, professional business communications as well as attend professional workshops and luncheons with leaders in the organization