Fan Services Account Specialist (Events & Experiences)

Cleveland Guardians; Cleveland (OH); On-site; USD 18,000 - 25,000; Part time

Job summary

The Cleveland Guardians are seeking a part-time, year-round Events & Experiences teammate to deliver outstanding service to fans at Progressive Field. You will answer inquiries via phone, live chat, and email, while maintaining up-to-date knowledge of game details and policies.

As part of the Events & Experiences team, you will coordinate logistics for events, serve as on-site contact for designated occasions, and collaborate with internal departments to ensure a memorable fan experience.

Qualifications

• Experience in delivering high-quality customer service to fans or customers.
• Strong verbal and written communication skills.
• Ability to multitask and stay organized in a fast-paced environment.

Responsibilities

• Provide exceptional service to fans and colleagues in person, on the phone, live chat, and email.
• Direct high-volume inquiries and guide fans to resolutions with empathy and efficiency.
• Stay updated on game information, policies, and procedures for Progressive Field.
• Assist with ticketing projects and servicing single-game tickets by phone.
• Communicate event details clearly to clients and teammates.
• Represent the Guardians professionally, both internally and externally.
• Support health-related protocols and comply with safety requirements.

Skills

Customer service

Communication

Multitasking

On-site interaction

Tools

Ticketing software

Job description

Our teammates are at the core of what we believe in: People, Collaboration, Learning, and Excellence (PeopleCLE). We look to hire individuals who are committed to our purpose of uniting and inspiring our city through the power of team. Our mission is to win the World Series while creating a compelling fan experience. If you believe you possess these important traits, please consider a career with the Cleveland Guardians.

The Guardians are looking for service minded teammates, who are committed to working together to help us create amazing memories for fans, each other and all visitors to Progressive Field.

PRIMARY PURPOSE:

Sets the precedent for exceptional human interactions with our fans by embodying a positive customer service attitude, collaborating cross-functionally, and being a passionate advocate for our fans. This is a Part-time, year-round role supporting our Events & Experience team.

Responsibilities & Duties

General

• Provide exceptional service both internally and externally in a professional and timely manner.
• Answer and appropriately direct high-volume of inbound communication via telephone calls, live chat, and email while providing service excellence during each interaction.
• Continuously evolve knowledge of policies and procedures of Progressive Field and the organization
• Perform necessary fan outreach to solve ongoing customer service issues and follow-ups.
• Responsible for having current game and company information readily available.
• Protect assets through compliance of company standards in-regards to credit cards, tickets, lost and found, etc.
• Assist with miscellaneous ticketing projects, including selling and servicing single game tickets over the phone.
• Maintain and be able to communicate knowledge on Ballpark seating locations and locations of hospitality and services.
• Participation in trainings pertaining to public health and appropriate public health-related protocols
• Assistance in application and enforcement of public health-related requirements, including (but not limited to) requirements pertaining to the wearing of masks and/or social distancing.
• Other duties, as assigned.

Events & Experiences

• Collaborate cross-functionally with internal departments and teammates to coordinate and execute all logistics of assigned events and experiences.
• Act as on-site contact for designated events and experiences to ensure successful execution and an impactful experience for our fans.
• Communicate events and experiences information to key external clients in a timely, accurate, and proactive manner while providing excellent customer service.
• Maintain organizational service excellence to successfully recommend improvements on client retention, execute assigned events and experiences, and collaborate cross-functionally.

Education & Experience Requirements

• Energized and motivated to service fans utilizing organization's service excellence training.
• Eagerness to communicate both verbally, on the phone as well as in person, and in writing.
• Basic understanding of personal computers (Word, Excel, Internet, etc.).

Job Skills

• Ability to work professionally with the public, in person, and over the phone.
• Ability to work on several tasks simultaneously.
• Good organizational skills.
• Eagerness to train on systems including ticketing software, lost and found software, Ballpark app, and software utilized when entering all information from fan interactions.
• Ability to learn the policies and procedures of Progressive Field and the Cleveland Guardians.
• Ability to providing the Cleveland Guardians organization with exceptional service both internally and externally in a professional and timely manner.
• Ability to work in a fast-paced environment and provide on-the-spot problem solving.
• Proactive communication with our fans and front office

Job Requirements

• Flexible schedule to allow for gameday and non-gameday event responsibilities, including weeknights, holidays, and weekends

Organizational Requirements

• Demonstrates the ability to read, speak, comprehend, and communicate effectively to perform job duties and interact with coworkers.
• Represents the Cleveland Guardians in a positive fashion to all business partners, teammates, and the public.
• Ability to build robust, professional relationships with teammates by demonstrating interpersonal skills, approachability, and a collaborative spirit contributing to a positive, respectful work environment.
• Ability to perform the essential physical requirements of the role as outlined in the job description, which may include extended periods of sitting, standing, lifting, or navigating a multilevel ballpark.
• Adapt quickly and effectively to a fast-paced, dynamic, and diverse work environment.
• Ability to act according to organizational values and service excellence at all times.
• Willingness to work extended days and hours, including holidays and weekends.

As a proud pillar of the Cleveland community, the Cleveland Guardians are dedicated to building a team that embodies the heart and spirit of our city. We offer compensation and benefits that attract, engage, and retain top talent - individuals who share our commitment to excellence, teamwork, and making an impact both on and off the field.

The expected hourly rate for this position is $15.45. This rate serves as a general guideline; actual compensation will be determined based on a candidate’s skills, experience, and qualifications, as well as market and business considerations.

At the Cleveland Guardians, we are all about creating an environment that brings out the best in everyone. It is a big part of who we are, how we compete, and how we make an impact in our community. We want every employee to feel like they truly belong here.

We also know that people sometimes hesitate to apply for jobs unless they check every single box on the qualifications list. We’re looking for the best person for the job, and we know that you might bring skills and experiences that aren’t exactly listed but could be a huge asset to our team.