Job Title: Membership Services Executive, Colorado Avalanche & Colorado Mammoth

Department: Ticket Sales and Service

Business Unit: 

Location: Denver, Colorado

Reports To: Manager, Membership Services

Employment Type: Full Time – Hourly – Non-Exempt

Supervisor Position: No

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Kroenke Sports & Entertainment (KSE) is an American Sports and Entertainment holding company based in Denver, Colorado. KSE is committed to providing world class sports and entertainment for both live and broadcast audiences. We are the employer of choice as the owner and operator of Ball Arena, DICK’S Sporting Goods Park, the Paramount Theatre, 1STBANK Center, Denver Nuggets (NBA), the Colorado Avalanche (NHL), Colorado Mammoth (NLL), Colorado Rapids (MLS), KIMN,KXKL, KKSE (FM/AM), Altitude Sports & Entertainment, Major League Fishing/Fishing League Worldwide (MLFLW), Winnercomm, Outdoor Sportsman Group and SkyCam. 

Nature of Work:

The person in this role will be focused on a high level of member retention for the Colorado Avalanche and Colorado Mammoth while driving ancillary revenue from various products through upselling, cross selling, and referrals. These products include full season memberships, partial memberships, group tickets, and suites. This person will be expected to surpass goals by setting meetings with current clients, potential new clients, setting pregame and in game appointments as well as follow ups. Another function of this position will be issue resolution as they arise with members. Working Colorado Avalanche & Mammoth home games and membership events, including nights, weekends, and holidays is essential for the person in this role to build relationships with the season ticket member base.

Examples of work performed:

• Provides a high level of service to existing and new season ticket member accounts for the Colorado Avalanche & Colorado Mammoth 
• Generates new tickets sales revenue focusing on referrals and current client development
• Meets defined renewal and sales goals
• Achieves outbound call and touchpoint goals on a daily basis to support team’s efforts of customer satisfaction, retention and sales goals
• Manages inbound call volume from qualitative and quantitative perspective
• Represents and actively promotes the team at special events, including Avalanche and Mammoth home games, select Ball Arena events, and other off-site and virtual events. 
• Acquires knowledge and understanding of the fans, their changing preferences, needs, wants and demographics.
• Maintains a superior knowledge of the team, ticket products, pricing, package benefits, member events, and arena details to communicate applicable information effectively and enthusiastically with members
• Assists in executing customized member programs, benefits and events to drive loyalty
• Handle high call volume and tasks simultaneously with attention to detail, against short deadlines
• Be a team player by contributing where needed for the benefit of the entire team

This description is a summary only and is describing the general level of work being performed, it is not intended to be all-inclusive. The duties of this position may change from time to time and/or based on business needs. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring authority. 

Working Conditions & Physical Demands:

Qualifications:

• Minimum
  1. BS/BA degree 
  2. Minimum 1+ years of service and/or sales experience preferred
  3. Experience in sports property service and sales preferred
  4. Applicants must meet minimum qualifications at the time of hire
• Preferred
  1. Ability to acquire or produce and maintain a valid driver’s license and meet company vehicle driving standards.

Competencies/Knowledge, Skills & Abilities:

• Ability to maintain positive attitude and demonstrate professionalism
• Ability to maintain a high level of confidentiality
• Ability to complete work accurately and in a timely manner
• Ability to work independently & in a group setting and demonstrate good judgment skills
• Ability to communicate effectively orally and in writing
• Possesses excellent interpersonal skills
• Ability to multi-task, prioritize and adapt to changing environments
• Exceptional interpersonal skills
• Strong people management skills
• Knowledge of organizational policies and procedures 
• Strong written and verbal communication skills
• Excellent customer service skills
• Superior organizational skills
• Time Management Skills
• Ability to problem solve and resolve conflict quickly and effectively 
• Knowledge of organizational policies and procedures 
• Knowledge of computer systems and applications
• Ability to quickly build rapport with customers and assess customer needs
• Advanced sales and service training
• Considerable knowledge of sales and service processes and procedures including Ticketmaster and Microsoft CRM
• Firm understanding of Kroenke Sports group ticket products, services, procedures
• Knowledge of the NHL, Colorado Avalanche, NLL & Colorado Mammoth
• Ability to work a varied schedule including nights, weekends, and holidays

Compensation:

• Base hourly range $24.04 per hour 
• Eligible for commission plan

Benefits Include: 

• 12 Paid Company Holidays
• Health Insurance (Medical, Dental, Vision)
• Paid Time Off (PTO)
• Life Insurance
• Short and Long-term Disability
• Health Savings Account (HSA) 
• Flexible Spending plans (FSAs) 
• 401K/Employer Match

All applicants for employment at KSE may be required to be fully vaccinated against COVID-19 prior to commencing employment. Applicants who receive a conditional offer of employment may be required to produce proof of vaccination status prior to their first day of employment. Applicants with qualifying disabilities or bona fide religious objections, or who are pregnant, may be exempted from this requirement or otherwise accommodated if they are unable to be vaccinated.

Equal Employment Opportunity

Kroenke Sports & Entertainment (KSE) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.