What are the responsibilities and job description for the Fan Experience Representative position at Brooklyn FC?
Position Summary
The Fan Experience Representative is the face of Brooklyn Football Club on matchday. This role is responsible for creating a welcoming, safe, and memorable experience for every guest attending Brooklyn FC matches and events. Fan Experience Representatives combine exceptional customer service with operational support to ensure every fan, from first-time visitors to season ticket members, feels valued from arrival through departure.
This position supports both the USL Gainbridge Super League and USL Championship League seasons, as well as other club events as assigned. Successful team members are energetic, approachable, professional, and thrive in a fast-paced environment where no two matchdays are exactly alike. Leading sports venues consistently emphasize that guest-facing staff play a critical role in shaping the overall fan experience through hospitality, problem solving, and venue operations.
Essential Responsibilities
Fan Experience
- Welcome and engage guests with a friendly, professional attitude.
- Serve as a knowledgeable resource for fans by answering questions regarding seating, stadium amenities, promotions, accessibility, transportation, and matchday activities.
- Assist guests in locating seats, premium areas, concessions, restrooms, merchandise locations, and other stadium amenities.
- Resolve guest concerns professionally while escalating issues when appropriate.
- Help create an exciting and inclusive matchday atmosphere for fans of all ages.
- Represent Brooklyn FC with enthusiasm and professionalism at all times.
Event Operations
- Assist with stadium opening and closing procedures.
- Support crowd flow and wayfinding throughout the venue.
- Monitor assigned areas to ensure cleanliness, safety, and operational readiness.
- Assist with fan activations, promotions, giveaways, and on-field experiences.
- Help maintain organized entry points, premium spaces, and public gathering areas.
- Work collaboratively with Ticketing, Security, Guest Services, Marketing, Broadcast, and Stadium Operations teams.
- Respond calmly and professionally during emergencies or operational changes while following established procedures.
Guest Service Excellence
- Deliver proactive service by identifying opportunities to assist guests before they ask.
- Create positive interactions that exceed fan expectations.
- Demonstrate empathy, patience, and professionalism when handling complaints or challenging situations.
- Promote an environment that is welcoming, inclusive, and respectful for all guests.
Qualifications
- High school diploma or equivalent preferred.
- Previous customer service, hospitality, event operations, sports, or entertainment experience is preferred but not required.
- Passion for sports and creating memorable fan experiences.
- Strong interpersonal and communication skills.
- Ability to remain calm under pressure and solve problems quickly.
- Comfortable working outdoors and in varying weather conditions.
- Ability to stand and walk for extended periods.
- Must be able to lift up to 25 pounds.
- Must be available to work evenings, weekends, and holidays based on the event schedule.
Physical Requirements
- Stand and walk for up to 8 hours.
- Frequently navigate stairs and concourse areas.
- Work in varying weather conditions.
- Lift and carry equipment or supplies up to 50 pounds.
- Maintain mobility throughout the stadium during the event.
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.