Torchora
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Key Responsibilities and Required Skills for Fan Relations Assistant

💰 $45,000 - $65,000

Customer ServiceMarketingPublic RelationsSports & Entertainment

🎯 Role Definition

As a Fan Relations Assistant, you are the voice and heart of our connection with the community. You will be on the front lines, managing communications, resolving issues, and ensuring every fan interaction is positive, memorable, and reflective of our brand's values. This role requires exceptional communication skills, a genuine passion for serving people, and the ability to turn challenges into opportunities for building loyalty. You will work closely with the Marketing, Communications, and Events teams to create a seamless and engaging experience for our most important asset: our fans.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative
  • Public Relations or Marketing Intern
  • Hospitality or Guest Services Associate

Advancement To:

  • Fan Relations Coordinator or Specialist
  • Community Manager
  • Fan Experience Manager

Lateral Moves:

  • Marketing Coordinator
  • Social Media Coordinator
  • Public Relations Assistant

Core Responsibilities

Primary Functions

  • Serve as the first point of contact for all inbound fan correspondence, including emails, phone calls, social media messages, and physical mail, providing timely, professional, and personalized responses.
  • Investigate and resolve a wide range of fan issues related to ticketing, merchandise, event logistics, and digital products with empathy and efficiency.
  • Meticulously document all fan interactions, feedback, and resolutions within our CRM system (e.g., Salesforce, KORE) to maintain accurate records and identify trends.
  • Proactively monitor social media channels and online forums for fan sentiment, key conversations, and potential customer service issues, engaging with the community as appropriate.
  • Assist in the planning, coordination, and on-site execution of fan-facing events, including meet-and-greets, autograph sessions, and community outreach programs.
  • Manage the fulfillment of fan requests, including processing autograph requests, donation inquiries, and special messages, ensuring a high level of care and attention.
  • Act as a dedicated brand ambassador during games, events, and public-facing functions, providing information and assistance to enhance the live experience.
  • Collaborate with the ticketing department to address and troubleshoot complex ticketing problems, including seat relocations, account issues, and mobile ticket access.
  • Support the management and growth of official fan clubs and loyalty programs, including processing memberships and communicating program benefits.
  • Compile and distribute regular reports summarizing fan feedback, common issues, and sentiment trends to key internal stakeholders.
  • Maintain and update the FAQ and customer support sections of our website and mobile app to empower fans with self-service information.
  • Escalate sensitive or complex fan issues to senior management with a clear summary and recommended course of action.
  • Assist the marketing team in executing fan-centric campaigns and promotions by providing insights into the fan perspective.
  • Handle confidential information with the utmost discretion, particularly when dealing with high-profile fans or sensitive complaints.
  • Coordinate with various internal departments, including Public Relations, Marketing, and Operations, to ensure a consistent and unified message to fans.

Secondary Functions

  • Support the data analytics team by tagging and categorizing fan feedback to contribute to broader sentiment analysis and business intelligence.
  • Assist in drafting and distributing fan-focused communications, such as email newsletters, event reminders, and service announcements.
  • Contribute to brainstorming sessions aimed at developing new and innovative fan engagement initiatives and experiences.
  • Help manage the inventory and distribution of promotional items and giveaway merchandise intended for fan appreciation.
  • Participate in training sessions to stay current on all company products, policies, and services to provide accurate information to fans.

Required Skills & Competencies

Hard Skills (Technical)

  • CRM Software Proficiency: Hands-on experience with customer relationship management platforms such as Salesforce, KORE, Microsoft Dynamics, or Zendesk.
  • Ticketing Systems: Familiarity with major ticketing systems like Ticketmaster, Archtics, or SeatGeek is highly advantageous.
  • Microsoft Office Suite: Strong command of Word, Excel, Outlook, and PowerPoint for reporting, communication, and presentation tasks.
  • Social Media Platforms: In-depth knowledge of major social media platforms (X/Twitter, Instagram, Facebook, TikTok) and their messaging/community management features.
  • Communication Tools: Experience using multi-channel communication tools, including email management systems and business phone systems.
  • Basic Data Analysis: Ability to analyze trends in customer feedback and generate simple reports using Excel or CRM-native reporting tools.

Soft Skills

  • Exceptional Communication: Superior written and verbal communication skills with the ability to articulate information clearly, concisely, and with an appropriate brand tone.
  • Empathy & Patience: A genuine ability to understand and connect with the fan's perspective, exercising patience even in challenging situations.
  • Problem-Solving & Conflict Resolution: Adept at identifying the root cause of a problem and finding creative, effective solutions that satisfy the fan and align with company policy.
  • Organization & Attention to Detail: Meticulous organizational skills to manage a high volume of inquiries and tasks simultaneously without sacrificing quality.
  • Adaptability & Composure: The capacity to remain calm, composed, and productive in a fast-paced, high-pressure environment.
  • Discretion & Professionalism: Proven ability to handle sensitive and confidential information with the highest degree of integrity.
  • Collaborative Spirit: A strong team player who can work effectively with colleagues across different departments to achieve common goals.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor's Degree or equivalent combination of education and professional experience.

Preferred Education:

  • Bachelor's Degree in a relevant field.

Relevant Fields of Study:

  • Communications
  • Public Relations
  • Marketing
  • Sports Management
  • Hospitality Management

Experience Requirements

Typical Experience Range: 1-3 years in a customer-facing role.

Preferred:

  • Previous experience in a fan services, guest relations, or customer service role, ideally within the sports, entertainment, or live events industry.
  • Demonstrated experience handling customer complaints and resolving conflicts effectively.
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