The Supervisor, Member Services will develop and lead a team of 10+ Member Services Representatives who are responsible for building and maintaining relationships with Rams Season Ticket Members to enhance their overall experience. The Supervisor will focus on the day-to-day management of representatives to ensure alignment with the Rams service philosophy to guarantee customer satisfaction. The ideal candidate will be able to coach and teach the service staff the skills required to develop relationships with clients and drive action. This role will help develop processes, resources and touchpoint tracking to ensure successful client management and annual season ticket renewals for the Member Services Representative team.
This position will have many key relationships, both internal and external, as well as supervise a department of full-time employees. An ideal candidate is a hardworking professional who is a clear self-starter with strong leadership and relationship skills. Also, someone who has proven success and passion working in customer service, account management, or sales professional setting. The ideal candidate will have experience supervising or managing a team.
Key Job Responsibilities:
- Hire, train, develop and lead Member Services Representatives to provide world-class service to Rams Premier and Reserved Season Ticket Members.
- Day-to-day oversight of Member Services Representatives, including activity review, metric recording, real-time coaching opportunities and more.
- Train representatives in software systems, including Archtics and Salesforce, to promptly ensure records and data entry are updated and accurately recorded.
- Coach representatives on proper grammar, effective verbiage, and key talking points for email and phone communication.
- Provide training on essential customer service skills, including phone etiquette, conflict resolution, and handling challenging situations.
- Collaborate with the Manager of CRM to develop reports and dashboards for data visualization to support the Member Services team's day-to-day needs.
- Review data to make recommended touchpoint goals for the Member Services Representatives.
- Assist with creating communication copy (i.e., email, SMS, web, and social) for client-specific segments based on Season Ticket Member and Service Representative feedback and trending topics.
- Promptly respond to and resolve escalated service issues presented by Season Ticket Members.
- Stay current on marketplace trends, techniques, and technology that could benefit the Rams organization, its partners, Member Service Representatives, Season Ticket Members, and fans.
- Assist in performance reviews, staff development, and the implementation of employee recognition programs.
- Other duties as assigned.
Qualifications (Skills/Capabilities):
- A dynamic, outgoing, self-motivated individual with natural customer service instincts
- Strong leadership attributes including ability to inspire a team and provide feedback
- Desire to coach and develop junior team members
- Collaborative culture builder that works well with a diverse team
- Excellent verbal and written communication skills with the ability to effectively communicate at the highest levels of an organization both internally and externally
- A proven track record in relationship building and networking skills with an ability to interact effectively and professionally
- Must have high level of interpersonal skills to handle sensitive confidential situations and information
- Strong critical thinking, problem-solving and conflict resolution skills
- Strength in time management, administrative ability, and organization
- Ability to handle multiple tasks and projects with varying deadlines
- Passion for working in the NFL, working in a team environment and interacting with fans
Experience & Education
- Four-year college degree or graduate degree with an emphasis on business, management, sports, sales, or related field
- A minimum of four years of experience in providing superior guest service in sports, entertainment, or hospitality business
- Previous experience supervising or managing a team is a plus
Technical Knowledge
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and online survey tools
- Experience using Archtics ticketing system and Microsoft/Salesforce CRM
- Familiar with social media platforms (Facebook, Twitter, Instagram, YouTube, LinkedIn)
Work Environment
The Los Angeles Rams is a professional, fast-paced, creative business environment. Other environmental conditions:
- Housing and auto-transportation in the Los Angeles area
- Ability to work an event-driven schedule, including weekends, evenings, and some holidays
- Must be able to work all Los Angeles Rams home games and Season Ticket Member events
- Comfortable with face-face, in-person experiences with prospects, clients, and fans
- Ability to travel around the stadium visiting clients during home games and events at SoFi Stadium
- Computer and desk work a significant part of daily activities
- Sitting, standing, working with hands for extended periods of time
- Rarely is lifting more than 20 pounds required
Salary: $70,000 - $80,000/year
The Los Angeles Rams are proud to be an Equal Opportunity Employer.
We strive to create a sense of belonging for all employees by fostering a culture of respect and inclusion, empowering everyone to be their true selves.
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