Torchora
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Key Responsibilities and Required Skills for Fan Services Assistant

💰 $38,000 - $52,000

Customer ServiceSportsEntertainmentGuest RelationsOperations

🎯 Role Definition

As a Fan Services Assistant, you are the front-line ambassador for our organization, dedicated to creating and maintaining positive relationships with our global fanbase. Your primary mission is to provide timely, empathetic, and solution-oriented support across all communication channels, including phone, email, chat, and social media. You will handle a wide range of inquiries related to ticketing, membership benefits, game-day experiences, and digital platforms. This role requires a blend of excellent communication skills, problem-solving abilities, and a genuine passion for delivering an unparalleled fan experience. You will be instrumental in gathering fan feedback to help drive improvements across the organization, ensuring every fan interaction is positive, professional, and memorable.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative
  • Hospitality or Guest Services Agent
  • Retail Sales Associate
  • Brand Ambassador / Promotional Team Member

Advancement To:

  • Fan Services Coordinator or Senior Specialist
  • Manager, Fan Engagement
  • Account Manager, Season Ticket Memberships
  • Guest Experience Manager

Lateral Moves:

  • Events Coordinator
  • Ticket Operations Assistant
  • Social Media Community Coordinator

Core Responsibilities

Primary Functions

  • Serve as the primary point of contact for all inbound fan inquiries, delivering exceptional service via phone, email, live chat, and social media direct messages.
  • Provide comprehensive and accurate information regarding ticketing, season memberships, venue policies, event schedules, and broadcast details.
  • Expertly navigate and troubleshoot fan issues with digital ticketing platforms, including ticket transfers, mobile entry, and account management.
  • Resolve fan complaints and complex issues with patience and empathy, employing de-escalation techniques to ensure a positive outcome and retain fan loyalty.
  • Process ticket orders, exchanges, and payments accurately and efficiently using the designated ticketing system (e.g., Ticketmaster, AXS).
  • Proactively communicate important information to season ticket members and other fan segments regarding renewals, upcoming events, and exclusive benefits.
  • Meticulously document all fan interactions, issues, and resolutions in the CRM system (e.g., Salesforce, KORE) to maintain accurate records and track trends.
  • Assist with the fulfillment and distribution of season ticket member packages, credentials, and other membership-related materials.
  • Support game-day and event-day operations by working at box office windows, guest services booths, or other fan-facing locations within the venue.
  • Identify and escalate priority issues and recurring problems to the Fan Services management team, providing detailed context and suggesting potential solutions.
  • Gather, collate, and report on fan feedback and sentiment to internal stakeholders, contributing to a culture of continuous improvement.
  • Educate fans on the benefits of our loyalty programs, mobile app features, and other digital engagement tools to enhance their overall experience.
  • Collaborate with the Ticket Sales and Membership teams to identify and forward potential sales leads generated from service-related interactions.
  • Maintain an expert-level knowledge of all team and venue products, services, policies, and procedures to act as a definitive resource for fans.
  • Assist in updating and maintaining the fan-facing FAQ and help center articles on the official website and mobile app.
  • Conduct outbound service calls to check in with members, gather feedback, and provide proactive support during key moments of the season.
  • Uphold all organizational standards and service-level agreements (SLAs) for response times and resolution quality.
  • Participate in regular team training sessions to stay current on new technologies, policies, and service best practices.
  • Support the planning and execution of exclusive events for season ticket members and other VIP groups.
  • Act as a brand champion in every interaction, consistently conveying the values and passion of the organization.
  • Handle sensitive fan data with the utmost confidentiality and in compliance with data privacy regulations.

Secondary Functions

  • Support ad-hoc data requests by pulling and summarizing reports on fan inquiry volume, common issues, and resolution times from the CRM.
  • Contribute to the organization's fan engagement strategy by sharing firsthand insights and trends observed from daily fan interactions.
  • Collaborate with Marketing and Digital teams to translate common fan questions and pain points into clear, helpful content and communications.
  • Participate in sprint planning and agile ceremonies as they relate to new service technology rollouts or fan experience projects.
  • Assist with light administrative tasks for the department, such as managing supplies for game-day operations or preparing mailing lists.

Required Skills & Competencies

Hard Skills (Technical)

  • CRM Software Proficiency: Experience with CRM platforms like Salesforce, Microsoft Dynamics, or KORE for logging interactions and managing customer data.
  • Ticketing System Knowledge: Hands-on experience with major ticketing systems such as Ticketmaster, Archtics, or AXS is highly preferred.
  • Customer Service Platforms: Familiarity with helpdesk software like Zendesk, Freshdesk, or Intercom for managing multi-channel communication.
  • Microsoft Office Suite: Strong proficiency in Word, Excel, and Outlook for communication, reporting, and data organization.
  • Data Entry: Fast and accurate typing skills with a high level of attention to detail for maintaining pristine fan records.
  • Digital Literacy: Comfortable navigating mobile apps, websites, and various digital tools to effectively troubleshoot fan issues.

Soft Skills

  • Exceptional Communication: The ability to communicate clearly, concisely, and professionally in both written and verbal forms.
  • Empathy and Patience: A genuine desire to help others and the ability to remain calm, patient, and understanding, especially in difficult situations.
  • Problem-Solving & De-escalation: Strong critical thinking skills to quickly identify the root of a problem and effectively resolve conflicts.
  • Adaptability: Ability to thrive in a fast-paced environment, managing multiple priorities and adapting to changing information and schedules.
  • Attention to Detail: Meticulous approach to tasks to ensure accuracy in communications, data entry, and order processing.
  • Teamwork & Collaboration: A positive, collaborative attitude with a willingness to support teammates and contribute to a shared goal.
  • Time Management: Excellent organizational skills to manage a high volume of inquiries and tasks efficiently while meeting deadlines.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or equivalent GED.

Preferred Education:

  • Bachelor's Degree from an accredited college or university.

Relevant Fields of Study:

  • Sports Management
  • Communications
  • Hospitality Management
  • Business Administration
  • Marketing

Experience Requirements

Typical Experience Range:

  • 1-3 years of direct experience in a customer service, guest relations, or other public-facing role.

Preferred:

  • Previous experience working for a professional sports team, collegiate athletic department, entertainment venue, or in the hospitality industry is strongly preferred. Experience with season ticket holder services is a significant plus.
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