Member Services Representative

SUMMARY

The Membership Services Representative role will be responsible for delivering proactive and reactive customer service to a large base of full season membership accounts on a daily basis. The position will also be the main point of contact for these accounts on Revolution game days. This position is responsible for meeting or exceeding assigned sales and activity targets.

DUTIES AND RESPONSIBILITIES

1. Make a high volume of outbound customer service calls to full-season membership accounts.
2. Must meet or exceed all assigned activity requirements.
3. Must meet or exceed all assigned sales targets.
4. Thoroughly explain all the features and benefits of the package to each customer so that they get the most out of their experience and ultimately decide to renew/add-on to their package.
5. Working with the Senior Manager, Strategy and Retention, develop and execute a series of events and experiences designed and targeted towards membership accounts in the first and second years.
6. Prospect each account for referral and cross-selling opportunities.
7. Keep accurate CRM records and perform necessary follow-up with customers.
8. Commit to the mastery of the Seven Step Sales Process; this position will receive extensive initial and ongoing training.
9. Answer the 1-877-GET-REVS calls and provide specific customer service to Revolution season ticket holders and ticket purchasers and provide general customer service for daily inquiries.
10. Interface with the ticket office on a daily basis to facilitate the timely delivery of tickets and payment processing.
11. Perform other various tasks and special projects at the direction of the Senior Manager, Strategy and Retention.
12. Special projects and assignments as business dictates

SUPERVISORY RESPONSIBILITIES

• This position has no supervisory responsibilities

SKILLS AND QUALIFICATIONS

• Excellent written and oral communication skills
• Professional and courteous demeanor on the phone and in person
• Manage multiple timelines in a fast-paced, deadline oriented environment
• Highly computer proficient and skilled working with MS Word and MS Excel
• Able to travel and work nights/weekends as needed

PHYSICAL DEMANDS

• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computing equipment
• The employee frequently is required to talk or hear
• The employee is occasionally required to reach with hands and arms
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral

• vision, depth perception, and ability to adjust focus
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

• Normal office environment
• The noise level in the work environment is usually loud on event days

CERTIFICATES, LICENSES, REGISTRATIONS

• None required

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.