Customer Service Specialist

In order to be considered for this role, after clicking "Apply Now" above and being redirected, you must fully complete the application process on the follow-up screen. Job Title: Customer Service SpecialistDepartment: Ticket Sales & Customer ServiceReports to: Director, Service & RetentionManages: N/ADepartmental Goal: Retain and grow existing STM accounts by providing excellent customer service and a premium customer experience. Position Summary: The Customer Service Specialist is responsible for creating one-to-one, long-lasting relationships with season ticket members (STM) through emails, phone calls and personal contact, while tracking touch points in CRM. benefits for Lakers season ticket members. Key metrics used to evaluate performance:Account/client satisfaction survey (Fan Loyalty Tracker)Account renewal ratesEvent evaluationsSTM Touchpoint ratesEssential Functions (Duties & Responsibilities**):CUSTOMER RELATIONSHIP MANAGEMENTManage ~500-600 STM accounts, anticipating and resolving all season ticket member complaints, requests, and inquiries to drive high renewal rates and individual client upsells with a passion for customer careCreate a constant communication loop with all STM accounts to ensure they have all information related to membership (including upcoming events, payments, special promotions)Develop a strategic client engagement strategy tailored to account needs including but not limited to face-to-face visits, out of office meetings, presentations, phone calls, hand written notes, emails, and premium client experiences on special occasionsFind opportunities to go above & beyond for select STM special occasions (e.* Responsibilities subject to change based on organizational needs and direction from management. Education (Required/ Preferred): Bachelor’s degree (required)Previous experience: A minimum of two (2) years customer service experience (required). experience preferred. Technology Capabilities: Microsoft Office (including Excel, Word, Outlook, PowerPoint & Windows)Ticketmaster Archtics, AXS, and other related ticketing platformsDynamics 365 (or related CRM platform)Knowledge, skills, abilities:LANGUAGE SKILLS: Superior ability to read, analyze, and interpret written and verbal instructions and reports. Superior ability to generate engaging correspondence. Ability to effectively and professionally present information and respond to questions from supervisors, clients, customers and general public. Must be able to handle and remain calm in high pressure situations. CLIENT RELATIONSHIP MANAGEMENT: Proven ability to develop long-lasting relationships and provide outstanding, individualized customer service. PROJECT MANAGEMENT: Excellent ability to multi-task, prioritize, juggle multiple projects, and meet deadlines. MATHEMATICAL SKILLS: Knowledge to apply mathematical operations and reasoning to tasks such as analyzing costs, evaluating data, budgetary needs and managing account financials. PROBLEM SOLVING REQUIREMENTS: Employee must make independent decisions and exercise independent judgement and discretion. Critical thinking and rational decision making is important to the success of this role. Physical Demands: Must be able to lift a min of 50lbs. experience and certifications. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.