Coordinator Premium Service

Job Description

Who are we hiring?

The Coordinator, Premium Service will be responsible for providing day to day support, customer service, customer retention, service integration, and customer engagement to MSG Sports' premium Season Ticket Members. Duties include supporting Director Premium Service, client communication for ticketing needs, payment, experience fulfillment, event execution, issue resolution and retention.

What will you do?
• Ensure a high level of client satisfaction throughout the service cycle, including assistance with ticketing needs and requests, processing payment, fulfilling premium experiences, in-game engagement, and issue resolution.
• Maintain knowledge of various product offerings, event and experience opportunities, and member benefits to enhance the overall premium member experience.
• Support Senior Manager, Premium Service in renewal efforts by collecting member profile information for more personalized member benefit platform.
• Provide requested document support to clients including credit card receipts and copies of invoices.
• Coordinate with internal MSG departments including sales divisions, Event Presentation, Community Relations, Garden of Dreams, Marketing, Ticket Operations and Box Office when necessary to ensure all client needs are communicated, implemented and resolved in a timely manner.
• Communicate upsell and cross-sell opportunities to clients when needed, both in-person and via phone calls and e-mails.
• Assist with experience tracking and touchpoints for more accurate member engagement data
• Engage with premium members in-game for gift drops, experience execution, and any other member needs
• Maintain accurate records of all client activities including phone calls, meetings, issue resolution and in-game visits within CRM system.
• Process all VIP ticket request and individual game ticket requests
• Communicate event details to premium members and assist in recruitment and tracking of RSVP & Attendance

What do you need to succeed?
• Ideal candidate will have 0-2+ years' experience in client service environment, preferably in a sports or entertainment field.
• Candidate must demonstrate a positive coachable attitude, warm, approachable demeanor and excellence in maintaining positive client relationships.
• Teamwork mentality is a must.
• Proactive, strong interpersonal, organizational and multitasking skills, as well as strong written and verbal communication skills.
• Ability to manage overlapping event schedules, activities and functions as well as address and solve problems, often under duress.
• Ability to follow detailed processes with meticulous attention to detail and manage deadlines.
• Knowledge of Outlook and Microsoft Office required; Archtics and CRM experience a plus.
• Flexibility to work nights, weekends and holidays as needed.

Pay Range

$45,000 - $65,000 USD

Jobcode: Reference SBJ-gmnzkx-18-218-36-215-42 in your application.