Fan Services Representative

🎯 Role Definition

Are you passionate about creating unforgettable moments for fans? We're seeking a dedicated Fan Services Representative to be the voice and heart of our organization. In this pivotal role, you'll be the first point of contact for our loyal fanbase, ensuring every interaction is positive, helpful, and reflects our commitment to excellence. You're not just answering questions; you're building relationships, solving problems, and enhancing the overall fan experience. If you thrive in a fast-paced environment and have a genuine desire to help people, we want you to join our team and become a key player in our fan engagement strategy.

📈 Career Progression

Typical Career Path

Entry Point From:

Customer Service Representative (in any industry)
Hospitality Professional (Front Desk, Concierge)
Retail Associate or Keyholder

Advancement To:

Senior Fan Services Representative / Coordinator
Fan Services Supervisor / Manager
Season Ticket Account Manager

Lateral Moves:

Box Office Ticket Seller
Event Operations Staff
Group Sales Associate

Core Responsibilities

Primary Functions

Serve as the front-line brand ambassador, expertly handling a high volume of inbound and outbound communications via phone, email, live chat, and social media channels.
Provide exceptional, white-glove service to all fans, including season ticket holders, group leaders, and single-game attendees, by addressing their questions and concerns with empathy and professionalism.
Master our ticketing system (e.g., Ticketmaster, Archtics) to assist fans with purchases, exchanges, mobile ticket troubleshooting, and account management inquiries.
Proactively identify and resolve fan issues, taking ownership of the situation from first contact through to a satisfactory resolution, and escalating complex cases to management when necessary.
Develop and maintain a comprehensive knowledge of our team/venue, including event schedules, stadium policies, parking, accessibility services, and promotional offers.
Execute targeted outbound service calls and email campaigns to season ticket members to strengthen relationships, gather feedback, and provide information on renewals and benefits.
Diligently log and track all fan interactions and feedback within our CRM system (e.g., Salesforce, KORE) to support data-driven improvements to the fan experience.
Provide on-site support during games and events at guest services booths, proactively engaging with fans to ensure a safe, enjoyable, and memorable experience.
Assist in the management and fulfillment of fan mail, donation requests, and other community-focused inquiries in a timely and organized manner.
Collaborate closely with internal departments, including Ticket Sales, Marketing, and Venue Operations, to ensure a seamless and consistent flow of information to our fans.
Actively listen to fan feedback and identify emerging trends or recurring issues, reporting these insights to leadership to drive continuous improvement.
Uphold the highest standards of confidentiality when handling sensitive fan data, including personal and payment information.
Provide dedicated support for fans with disabilities, ensuring they have full information on accessible seating, parking, and other available services to ensure an equitable experience.
Manage the lost and found program during and after events, logging items and coordinating with fans to facilitate the return of their belongings.
Participate in regular team meetings and training sessions to stay current on all products, policies, and service standards.
Champion a positive and team-oriented attitude, contributing to a supportive work environment focused on collective success and outstanding service delivery.
Process payments, refunds, and account credits accurately and in accordance with company financial policies and procedures.
Proactively communicate with fans regarding event changes, postponements, or cancellations, providing clear instructions and support.
Troubleshoot issues with digital platforms, including the mobile app and fan accounts, guiding users through to a successful outcome.
Assist with the planning and execution of exclusive events and experiences for season ticket members and other VIP groups.

Secondary Functions

Assist with the compilation of post-event reports summarizing fan feedback and service issues.
Contribute to the development and updating of training materials and knowledge base articles for new team members.
Support the execution of fan surveys, focus groups, and other feedback collection initiatives.
Participate in special projects and perform other administrative duties as assigned by the Fan Services Manager.

Required Skills & Competencies

Hard Skills (Technical)

Proficiency with CRM software (e.g., Salesforce, KORE, Microsoft Dynamics).
Experience with major ticketing systems (e.g., Ticketmaster, Archtics, Paciolan).
Strong command of the Microsoft Office Suite (Word, Excel, Outlook) and G-Suite.
Familiarity with customer service platforms (e.g., Zendesk, Intercom, Freshdesk).
Experience using multi-line phone systems and call center software.
Competent in navigating and responding on major social media platforms as a brand voice.
Accurate and efficient typing and data entry skills (minimum 40 WPM).

Soft Skills

Exceptional interpersonal and communication skills, both verbal and written, with a clear and friendly tone.
Strong problem-solving and conflict resolution abilities with a knack for de-escalation.
Genuine empathy and a patient, fan-first mindset in every interaction.
High level of attention to detail and outstanding organizational skills.
Ability to thrive and remain calm under pressure in a fast-paced, dynamic environment.
Collaborative team player with a positive, professional, and "can-do" demeanor.
Adaptability and flexibility to handle changing priorities and work schedules, including nights, weekends, and holidays as required.
Excellent time management and the ability to multitask effectively without sacrificing quality.
Proactive and self-motivated with a strong, reliable work ethic.
Poise and confidence when interacting with the public and VIPs.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or equivalent.

Preferred Education:

Bachelor's Degree from an accredited college or university.

Relevant Fields of Study:

Hospitality Management
Communications
Sports Management
Business Administration
Marketing

Experience Requirements

Typical Experience Range: 1-3 years of experience in a direct customer or guest-facing role.

Preferred:

Prior experience in a high-volume call center, sports/entertainment venue, or premium hospitality environment is highly desirable.
A demonstrated passion for and knowledge of our sport/industry.
Bilingual abilities are a significant plus.