Account Manager, Season Ticket Member Services

Denver Broncos Football Club; Englewood (CO); On-site; USD 40,000 - 45,000; Full time

Job summary

The Denver Broncos Football Club in Englewood, CO is seeking a Season Ticket Member Services Associate to engage with season ticket holders by phone, email, chat and in person, delivering education and service throughout the year.

You will handle up to 70 touchpoints daily, assist with gameday events, maintain CRM records, and collaborate with internal teams to fulfill member benefits and drive revenue from Third Party Events.

Qualifications

• 6–12 months of sports ticket sales and/or customer service preferred.
• Ability to work all home Broncos games, nights/weekends, and keep a flexible schedule

Responsibilities

• Provide world-class service to all Denver Broncos season ticket members and patrons by phone, email, chat and in person.
• Average 50-70 account touchpoints per day to build positive client relationships through calls, emails, messaging, handwritten notes, in-seat visits, and client office visits
• Perform gameday and non-gameday event responsibilities while executing outlined strategy and techniques assigned by leadership
• Maintain accurate and thorough records of all activity in identified ticketing systems and customer relationship management systems
• Drive Third Party Event (3PE) revenue by cross selling concerts and special events to Season Ticket Members
• Consistently exceeds non-revenue metric expectations
• Meet and exceed service levels, standards, and company values
• Actively participate in season ticket member and organizational events
• Collaborate with internal and cross departmental teammates to execute organizational initiatives
• Assist in fulfilling member benefits, amenities, and service initiatives
• Anticipate, respond, and resolve all customer complaints and requests in a professional manner, ensuring that each interaction results in a positive touchpoint for each client

Skills

Customer service

Communication

Multi-tasking

Problem-solving

Relationship building

Tools

Archtics

TM Host

Microsoft Dynamics CRM

Microsoft Office

Job description

The Denver Broncos are one of the most popular franchises in all of sports. Whether judged by the measure of wins and championships, attendance, national television exposure or by the Broncos' reputation locally and throughout the NFL, there are few parallels in the world of professional sports. We are dedicated to being the best team to cheer for, play for, and work for across all of sports. We are looking for employees who are passionate about what they do, have fun doing it, and proud to represent the Denver Broncos Football Club and Empower Field at Mile High.

JOB SUMMARY:

The primary responsibility of this position is to interact with season ticket holders of the Denver Broncos via phone, email, chat and in person. The position will provide service outreach and education to all season ticket members throughout the year.

DUTIES AND RESPONSIBILITIES:

Providing world-class customer service to all Denver Broncos season ticket members and patrons by:

• Average 50-70 account touchpoints per day to build positive client relationships through phone calls, emails, messaging, handwritten notes, face to face engagement, in-seat visits, and client office visits
• Perform gameday and non-gameday event responsibilities while executing outlined strategy and techniques assigned by leadership
• Maintaining accurate and thorough records of all activity in identified ticketing systems and customer relationship management systems
• Drive Third Party Event (3PE) revenue by cross selling concerts and special events to Season Ticket Members
• Consistently exceeds non-revenue metric expectations
• Meet and exceed service levels, standards, and company values
• Actively participate in season ticket member and organizational events
• Collaborate with internal and cross departmental teammates to execute organizational initiatives
• Assist in fulfilling member benefits, amenities, and service initiatives
• Anticipate, respond, and resolve all customer complaints and requests in a professional manner, ensuring that each interaction results in a positive touchpoint for each client

MINIMUM REQUIREMENTS:

• 6-12 months of sports ticket sales and / or customer service preferred
• Ability to work all home Broncos games, other stadium events, nights/weekends and keep a flexible schedule

PREFFERED QUALIFICATIONS:

• Working knowledge in the use of computerized ticketing software (Archtics, TM Host)
• Proficient with Microsoft Office
• Sales & Customer Service experience speaking to customers i.e., over the phone, online, and in person
• Extensive understanding of the latest in ticket technology, including online account management and mobile applications
• Working knowledge of Microsoft Dynamics CRM preferred
• Self-motivated and solutions oriented
• Excellent problem-solving skills and ability to multi-task
• Detail oriented with strong prioritization and organization skills
• Exceptional verbal and written communication skills

In accordance with the Colorado Equal Pay for Equal Work Act, the salary range for this role is $40,000 - $45,000.

This posting is anticipated to close on September 20th. Applications may be reviewed on a rolling basis, and the employer reserves the right to close the application window early if a qualified candidate pool is established.

The Denver Broncos Football Club and Stadium Management Company are an equal opportunity employer and do not unlawfully discriminate on the basis of race, color, religion, national origin, sex, age 40 and over, disability, genetic information, or any other status protected by applicable law or regulation. It is our intention that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.

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