Membership Service Representative - Los Angeles Kings

For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

JOB DESCRIPTION: 

The Membership Service Representative is extremely proficient in customer service, retention and cross selling to current LA Kings Season Ticket Members and prospective new fans. This individual will be responsible for developing relationships with Season Ticket Members in order to maximize revenue by renewing season tickets, selling new season tickets, cross selling groups, partial plans, and single seats. New revenue and renewal goals will be set for Executive and tracked regularly. 

ESSENTIAL FUNCTIONS: 

• Manage the day-to-day tasks of season ticket accounts by renewing and increasing account revenue; Provide highest level of service excellence; Proactively work to increase customer loyalty, renewal percentages and generate additional revenue for the Club 
• Provide prompt, thorough, and courteous responses to all inbound customer communication – phone calls, emails, mail, etc.; Respond to all Season Ticket Members needs such as customer service issues, ticket exchange and add-on requests, financial billing, and other ticketing and team-related questions 
• Conduct high numbers of service & sales calls on a daily basis; Make a minimum number of touchpoints per account per year, including arena & off-site visits; Generate new revenue through referrals, up-selling, and cross-selling; prospecting in order to generate new business relationships 
• Utilize CRM system to track and report progress of relationships with all Season Ticket Members, as well as to ensure client profiles are always up-to-date 
• Meet or exceed weekly, monthly, and annual sales goals and activity requirements    
• Perform “game day” responsibilities, including entertaining clients and prospects, as well as working ticket sales booths and tables 

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:

The Membership Service Representative must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skill and abilities: 

• Ability to provide an outstanding level of customer service 
• Proficient with Microsoft Word, Excel, and Outlook; ability to learn required business systems 
• A go-getter, with drive and initiative to succeed and develop a career in the sports and entertainment industry 
• Ability to support a team environment and adhere to departmental guidelines 
• Outstanding listening, written, and verbal communication skills, preferably in English  
• Highly organized, resourceful, detailed-oriented, quick learner and time management skills 
• Ability to professionally communicate and interact with all levels of management 
• Ability to professionally handle highly sensitive and confidential information 
• Ability to provide sales reports and contact status back to management on a daily and weekly basis 
• Ability to thrive under a competitive sales environment 
• Ability to consistently re-prioritize based on sales needs  
• Availability and willingness to work game nights, weekends, holidays, and select ticket sales and public relations events 

QUALIFICATION STANDARDS: 

Education:  

• High School Diploma or its equivalency (BA/BS Degree Preferred) 

Experience:  

• A minimum of 1-2 years of related work experience 

Pay Scale: $19.23

AEG reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship.  AEG may require an employee to perform duties outside his/her normal description.

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