Member Experience Specialist

TITLE: Member Experience Specialist

DEPARTMENT: Ticket Sales
REPORTS TO: Manager, Member Experience 

FLSA: Salaried + Commissions; Full-Time, Non-exempt

WHAT SETS YOU APART
The Member Experience Specialist 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, email or in-person from all season ticket members. The Specialist will be focused on creating a premium, distinctive, on-brand year-round experience for STMs, and will strive to create value for our members that exceeds their expectations given their investment levels. We will do this through proactive interactions with our members as well as providing timely guest recovery. Our specialists will strive to deliver best in class service and unique experiences to build customer loyalty.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Proactively communicate with assigned ticket members via telephone, email and/or in-person.
• Proactively solicit account retention by securing renewal commitments.
• Field and respond to all season ticket member inquiries, requests, feedback, etc.
• Build relationships with assigned season ticket members at all points of contact.
• Ensure customer data and profile requirements are accurately represented in the database.
• Accurately and successfully convey all key messages to all season ticket members.
• Educate season 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 on and off game day experience.
• Reporting of various individual and/or departmental efforts.
• Plan, facilitate and execute exclusive season ticket member events throughout the calendar year.
• Act as information liaison for all Orlando City SC, Orlando Pride and Orlando City B home games and stadium events.
• Survey and analysis of various reporting (attendance, game day experience, etc.)
• Other duties as assigned.

QUALIFICATIONS   

It’s never just a job at Orlando City SC & Orlando Pride.  It’s a way of life. We live and breathe soccer. We believe each role is as unique as the person who does it. To join our team, you will also possess these qualifications:  

• Minimum of 1-2 years of sales or service experience in professional or collegiate sports (or related industry) is preferred.
• Strong written and verbal communication skills required.
• Computer skills required: experience with Microsoft Office (Word, Excel, PowerPoint) is preferred.
• Able to work flexible hours including nights, weekends and holidays.
• Ability to work well on a team and independently.
• Ability to attain and maintain SafeSport certification.
• Ability to pass a background check.
• Knowledge of Salesforce and Archtics is preferred.
• Experience in the Florida marketplace preferred but not necessary.
• Fluent in Spanish or Portuguese a plus.
• Ability to work flexible hours including nights, weekends, and holidays.