Fan Experience - Fan Experience Seasonal Representative

Position Profile: Fan Experience Seasonal Representative

Department: Fan Experience

Reports to: Fan Experience Manager

Status: Seasonal, Hourly

JOB SUMMARY: Entry-level position responsible for fielding incoming communication for the Fan Experience Department. Seasonal program is 40 hours a week and is slated to run from June 2023 through the end of the 2023-24 football season (subject to change) with the opportunity to potentially funnel into a full-time position.

Essential Accountabilities

• Utilize exceptional communication and problem-solving skills to provide appropriate resolution to guest inquiries in a professional manner and follow up as necessary. Use empathy in conversations and handle difficult situations effectively and objectively.
• Provide proactive, world-class service to continually exceed the expectations of Season Ticket Members, guests, and fans.
• Communicate with and prepare gameday staff members for all games and special events as assigned.
• Help execute Season Ticket Member events and other stadium events, as assigned.
• Field and respond to all forms of inbound communication coming into the Fan Experience Department in a consistent and timely manner.
• Work all Chiefs games and special events.
• Log all customer feedback, comments and concerns received via telephone, email, or any other means from STMs and the public to maintain detailed accounts of correspondence.
• Dispatch and record ADA service requests on event day.
• Assist with communication on event day, including the text messaging program. Disseminate, dispatch, and follow up on reported issues and requests as needed.
• Foster and maintain positive relationships with Season Ticket Members.
• Assist with special projects as needed.

Competencies

• Proactive: Ability to find solutions, is resourceful and acts confidently. Eager to learn, take on projects, responsibilities and to be knowledgeable. Identifies new opportunities, shares ideas, and researches information to make informed decisions.
• Teamwork and Collaboration: Actively engages colleagues and participates in dialogue. Assists others, welcomes collaboration, and works alongside peers to meet phone call and email benchmarks.
• Time Management: Task-focused and utilizes time management wisely to accomplish assignments.
• Verbal and Written Communication: Attentive, listens and understands guests needs to effectively communicate and responds to their needs thoroughly and accurately. Uses proper grammar and punctuation and is formal in style. Displays exceptional attention to detail.
• Relationship Building: Patient, understanding and engages in conversation with guests. Participates in proactive outreach and makes relationship building a priority.
• Service Mindset: Genuine desire to be helpful. Asks important questions, is empathetic, remains objective and ultimately uses resources and acts empowered to deliver a resolution to the best of their ability. Anticipates follow up questions and takes initiative to provide guests information.
• Work Quality: Takes challenges head on and doesn’t shy away from difficult conversations. Excels at tasks and projects in accordance with quality standards and always implements critical thinking.

Physical Requirements

• Light office duties and activities.

Minimum Qualifications Required (education/Experience/Knowledge/Skills)

• Experience with Archtics and/or Microsoft Dynamics a plus
• Ability to accurately record information
• Excellent interpersonal skills
• Helpful, friendly, and patient attitude
• Strong oral and written communication skills
• Bachelor’s degree
• Excellent computer skills
• Experience in customer service a plus