Part-time Office Fan Experience Service Representative

Before we get into the specifics of the role, there are a few things we want you to know:

At the Orlando Magic, our approach is to not only learn as much about you as we can, but for you to learn about us. This is definitely a two-way street, so time with your potential new leader, teammates, and/or other departments that the role will work with is critical. It isn't just, "what are we looking for", but also, "what do we have to offer you" and "are we the right fit for you." While every position is different, our interview process is typically a three-step process, sometimes more depending on the level and nature of the role.

Fan Experience Service Representatives are responsible for delivering legendary service to all Orlando Magic via phone and email with an emphasis on ticket/App troubleshooting while also managing and renewing Season Ticket Holder accounts to meet and exceed retention and revenue goals.

- Conduct outgoing campaigns and exceed touchpoint goals to increase fan affinity for Loyal Blue (Season Ticket) members.

- Support, manage, and renew Season Ticket Member accounts to meet and exceed retention and revenue goals.

- Support the implementation, education, execution, and troubleshooting of the Orlando Magic mobile app

- Support service efforts for Orlando Magic fans and Kia Center customers via phone, chat and email

- Supports service efforts for Orlando Magic fans and customers, including but not limited to:

- Management and membership customization of Season Ticket Holder through outgoing campaigns, in-game touchpoints and upselling opportunities

- All incoming e-mails, chats and phone calls for the Orlando Magic

- Issue troubleshooting and resolution for all Magic app needs

- Support for all digital and partner-based single game ticket campaigns

- Timely in-game and post-game survey issue resolution and support

- Support Premium and Client Services team with account and partner related inquiries

- Input information into SalesForce to capture Season Ticket Holder and single-game fan interactions, touchpoints, trends and issue resolution

- Full Orlando Magic product knowledge to achieve and exceed retention and service selling revenue goals

- Answer guest and staff inquiries with intelligence and courtesy and respond accordingly.

- Track, communicate, and assess trends and themes in reactive service requests that identify areas of improvement in education and communication to fans

- Deliver service that exceeds expectations while maintaining a friendly/customer-focused attitude

- Contribute to the common goals of the department and demonstrate a willingness to learn new skills.

- Obtain intimate knowledge of Kia Center, i.e. location of restrooms, ATMs, concessions etc.

- Handle complaints and guests in a professional manner, with the best interest of the customer and the organization in mind.

- Makes decisions with little or no choice as to the methods and procedures used in achieving results.

- Minimum of one year of administrative and/or guest service experience required

- Proficiency in Microsoft Office, Outlook, Excel, Word, PowerPoint, and related computer skills

- Ability to meet tight deadlines and work well under pressure

- Strong organizational skills, time management skills and attention to detail required