Fan Services Coordinator Jobs

Organizational Overview

The Philadelphia Eagles is known as one of the more innovative organizations in professional sports and is considered one of the most storied sports franchises in history. As an organization, the Philadelphia Eagles is both an exciting and demanding place to work fueled by passion, dedication, and a commitment on and off the field. We take our responsibility to the community seriously; the Eagles aim to make an impact in the Greater Philadelphia area and beyond. The Eagles has developed programs that provide support to the community including Eagles Autism Foundation and Eagles Cares. In addition, we are an environmental leader with our Go Green Program.

The executive office is located at the NovaCare Complex. This spectacular 108,000 square foot facility offers the very best in terms of space, amenities and care for the players, coaches, and staff.

Lincoln Financial Field is one of the premier sports and entertainment facilities in the United States. In addition to being the home of the Philadelphia Eagles, the stadium hosts numerous other events, providing an unmatched spectator experience for over 69,000 fans. Lincoln Financial Field is maintained and managed by professionals working together to provide the highest quality sports and entertainment experience in a safe, clean, and friendly environment.

Position Summary

The Fan Services Coordinator will act as the main point of contact for all fan comments, concerns, and complaints and documentation in CRM. This position is responsible for keeping our fans updated on all event policies. This role will oversee hiring, scheduling and management of the call center seasonal staff. This role is responsible for Quality Control, Ejections, and Lost and Found.

Reporting Relationships

The Fan Services Coordinator will report to the Assistant Director, Fan Experience

Position Responsibilities

• Review event documentation and follow-up on event incidents with leadership.
• Oversee all Fan facing communications regarding event policies.
• Update and edit Lincolnfinancialfield.com A to Z guide.
• Oversee Storage Lockers.
• Assist in the creation and development of new training programs for Game Day Staff.
• Serve as representative of the Eagles and Lincoln Financial Field to guests with concerns, comments, complaints.
• Point person for incoming fan communication and documentation in Salesforce.
• Perform other functions and activities as directed by the Assistant Director, Fan Experience.
• Administer Lost and Found for all events at LFF.
• Assist in hiring, training and management of call center seasonal staff.
• Manage Guest Services Booths as well as Designated Driver and First Game certificate programs.
• Train and manage Quality Control Teams and Guest Service Booth Staff.
• Oversee Chatbot both internal (event staff) and external (fans)
• Assist in the recruiting, hiring and training of Event Staff.

Desired Competencies

Personal Accountability - Gains input from others and moves decisions forward in the organization; accountable for actions.

Integrity & Values - Can be trusted to act in a manner that is truthful and values direct, honest communication at all levels of the organization.

Interpersonal Confidence - Strong interpersonal skills; can effectively communicate and relate to all levels within and outside the organization; creates and builds positive and productive relationships.

Results Oriented - Drives the team and the organization for results to improve bottom line performance; able to make timely or planned decisions appropriate to the circumstances or situation.

Adaptability - Responds quickly and effectively to changing trends and circumstances; embraces change and welcomes fresh perspectives; learns from past mistakes and adjusts accordingly.

Managing Processes - Ability to manage appropriate steps to get projects completed.

Organizational Ability – Attention to detail, demonstrates time and energy to make sure tasks are properly handled and completed correctly.

Qualifications

• Ability to maintain confidentiality of all business matters
• Should have strong interest or background in Customer Service and Operations
• College graduate and strong work ethic required
• Excellent verbal, written, and interpersonal communication skills required, with excellent organizational, planning abilities
• Previous Guest Services experience preferred
• Ability to prioritize multiple projects

EOE

Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, ethnicity, religion, sex, sexual orientation, age, disability, veteran status, marital status, or any other classification protected by applicable law.

For your consideration:

• Financial wellness. Invest in your future. 401(k) with company match and company provided Pension Plan.
• Our organization makes an impact.
• This is a full-time exempt position.
• Generous time off effective the first day of hire, paid holidays - including 2 floating holidays, summer Fridays, 3 weeks paid vacation, sick time, and Eagles time.
• Comprehensive Health and Wellness Benefits.

https://fanpages.philadelphiaeagles.com/eagles-data-request.html