Bilingual Fan Services Executive
Atlanta United FC
Full-time
On-site
Atlanta, Georgia, United States
Ticket Sales & Service, Professional Soccer, Guest Services
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About Atlanta United FC
Atlanta United joined Major League Soccer in 2017 and won the 2018 MLS Cup in just its second season, the earliest an expansion team has won the title since 1998. The club has set multiple league records including season tickets sales (36,000-plus), single-season average (53,002) and total home attendance (901,033). Owned by Arthur M. Blank, Atlanta United plays its home matches at Mercedes-Benz Stadium. For more information about Atlanta United, including how to purchase season tickets, visit: www.atlutd.com, and follow @ATLUTD.
About Atlanta United FC Academy
Officially launched in 2016 prior to its first season in MLS, the Atlanta United Academy program aims to be the leading platform of youth soccer development in the Southeast and currently competes in the U.S. Soccer Development Academy program. The ATL UTD Academy consists of teams in age groups U-12, U-13, U-14, U-15, U-16, U-17 and U-19. Shared with the first team, the Academy trains and competes out of the Training Ground.
About Atlanta United 2
ATL UTD 2 is owned and operated by AMB Sports & Entertainment and is the MLS Next Pro team of Major League Soccer’s Atlanta United. ATL UTD 2 joined USL for their expansion 2018 season and moved to MLS Next Pro prior to the 2023 season, and play their home matches at Fifth Third Bank Stadium at Kennesaw State University.
About AMB Sports and Entertainment
AMB Sports & Entertainment is part of the Blank Family of Businesses comprised of the National Football League’s Atlanta Falcons, Major League Soccer’s Atlanta United FC, Mercedes-Benz Stadium, Atlanta Drive GC, and PGA TOUR Superstore.
AMB Sports & Entertainment is part of the Blank Family of Businesses comprised of the National Football League’s Atlanta Falcons, Major League Soccer’s Atlanta United FC, Mercedes-Benz Stadium, Atlanta Drive GC, and PGA TOUR Superstore.
Who we are
We use our core values as a compass to guide our decisions because they are our North Star. If we live our core values daily, we know everything else will take care of itself. We enjoy a culture rooted in giving back to others through our time, talents, labor, and financial commitment. We are successful when we collaborate with and value each other like family, maintain a hunger to delight guests and continuously innovate, listen closely for even the smallest need for improvement, stand up for convictions, and genuinely own our responsibilities as if our name is on the outside of the building.
Our Ideal Candidates
Actively Listen – Take an active role in listening by being present in the moment, using healthy body language, and ensuring joint understanding. When we read between the lines and hear what others are saying and what they are not saying, we encounter amazing opportunities to go the extra mile in serving them.
Collaborate – Realize that we are better together than we are alone. We achieve much better results when others have the opportunity to add their diverse perspectives. Be open to feedback and actively seek input from a variety of people at varying levels because the best ideas come from those who are closest to those we serve.
Engage in Servant Leadership – Put others ahead of yourself even when it’s difficult. Find opportunities to lead by example in the way you pitch in and help others. Giving back to others is at the heart of what we do.
Build Relationships – Cultivate trust in relationships by showing respect and sensitivity. Invest time in helping others to continuously improve by listening to their ideas and helping them to continuously improve.
Own Results – Own issues you encounter even when they are outside of your area of responsibility by taking action or seeking out the needed resolution. You are empowered and expected to take risks aimed at exceeding the expectations of our guests. Take advantage of this rare opportunity by utilizing available resources.
Position Summary
The Bilingual Fan Services Executive serves as a liaison between Atlanta United and our season ticket members and fans and delivers the highest level of service through relationship building, account management, renewal and retention efforts and matchday activities. This role will be responsible for managing accounts for our Spanish language preferred members.
This is a full-time position located at Mercedes-Benz Stadium in downtown Atlanta.
Roles and Responsibilities
- Develop, enhance and maintain relationships with season ticket members by phone, email and in person.
- Proactively communicate with season ticket members to determine their needs and become an expert on the products and services offered.
- Bring fresh ideas to the table and help design engaging member experiences that deepen fan connection, build loyalty, and reflect the passion of the 17s
- Identify, troubleshoot and resolve unusual/adverse situations using a quick response approach and make sound judgment decisions based on available facts.
- Translate important emails in Spanish and send to our Spanish language preferred accounts.
- Primary liaison between the fan services department and our Spanish language preferred accounts.
- Answer incoming telephone calls, including requests such as account profile changes, account balance inquiries, matchday questions, etc.
- Collect season ticket member information and manage customer records within Archtics and CRM.
- Communicate upcoming promotions and other season ticket member benefit information as needed.
- Work matchdays and provide service support on concourses to our supporters.
- Coordinate touchpoints and face-to-face meetings during matchday.
- Assist department with all projects varying in nature from mailings to special events.
- Coordinate annual projects related to seat relocation, renewals and playoffs.
- Accomplish touchpoint and renewal goals.
Qualifications and Education Requirements
- Bachelor’s degree in Sports Management or related field.
- 2+ years of experience in a customer service support function.
- 1+ years of experience with Ticketmaster, Archtics and CRM.
- Previous experience working in a fast-paced environment.
Required Skills
- Advanced level Spanish fluency (speaking, reading, and writing)
- Customer service orientation with focus on producing quality, timely results with a sense of urgency
- Strong Interpersonal skills including a positive demeanor, team spirit, and professionalism
- Ability to manage challenging conversations with professionalism and empathy while delivering exceptional customer service
- Judgment and problem solving
- Planning, organizing, attention to detail
- Flexibility and adaptability
- Time management and multi-tasking
- High level of computer proficiency (Microsoft Word, Excel, Outlook, PowerPoint)
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.