Ticket Services Representative

  • Charlotte FC
  • Charlotte, NC, USA
  • 16 Jun, 2022
Full time Customer Service Sales Ticketing

Job Description

Charlotte Football Club is bringing Major League Soccer to the Carolinas and began play March 5th, 2022, before an MLS record crowd of 74,479. The Club’s mission is to be a unifying force that is bigger than one city and encourage a sense of belonging through a progressive, collective, and ambitious approach that guides efforts on and off the pitch. CLTFC is committed to driving growth through the sport and community outreach. Charlotte FC’s home is Bank of America Stadium which underwent soccer-specific renovations totaling $50 million. These updates will provide an elite venue for MLS matches and a unique experience for players and fans. Charlotte FC is owned by David Tepper and is a part of Tepper Sports & Entertainment, which also includes Bank of America Stadium and the Carolina Panthers. For more information, visit CharlotteFootballClub.com.
Position Summary
The Ticket Services Representative will be part of the team responsible for the retention of our season ticket members through best-in-class service, rapport building, and cross organizational collaboration. 

Primary Responsibilities
  • Provide superior levels of service to all season ticket members by consistent learning of organizational knowledge and communication of all team events, benefits, and stadium details that are relevant
  • Meet and exceed annual renewal goals
  • Recording customer records in CRM to capture personal touchpoint interactions by documenting appropriate details and information
  • Perform game day responsibilities including, but not limited to, in-seat visits, handling special promotions, addressing season ticket member needs, delivering Fan Packs, etc.
  • Sell match day tickets
  • Provide assistance to Season Ticket Members or Buyers on league approved secondary marketplaces
  • Execute client retention-oriented events that create added value for Season Ticket Members
  • Other duties as assigned
  • Additional related duties as assigned

Additional Responsibilities
  • Commit to support department goals and objectives in all areas
  • Represent the organization at various events in a professional manner
  • Involvement in game day activities, promotions, and sales events
  • Facilitate special projects as assigned

Minimum Qualifications
  • Demonstrated ability in the areas of relationship-building, communication, empowerment, prioritization, time management, and organization
  • Must be flexible to work evenings and/or weekends and all Charlotte FC events, including events held on weekends, nights, and holidays
  • High School Diploma or GED equivalent
  • Must pass pre-employment screens

Preferred Qualifications
  • Bachelor’s degree required or equivalent experience in the sports or hospitality service industry
  • Working knowledge of Ticketmaster mobile ticketing and Archtics is preferred
  • Bilingual: Spanish skills preferred
  • Soccer knowledge is a plus
Skills for Success
  • Strength in teamwork, professionalism, and time management
  • Must possess excellent oral, written, organizational and proofreading skills
  • Must, at all times, display the character and values of the Tepper Sports and Entertainment brand
  • Must be detail-oriented and must be able to multi-task while managing time successfully and demonstrating flexibility when necessary
  • Must be able to handle confidential, privileged, and/or sensitive information carefully and with sensitivity
  • Ability to collaborate with cross-functional teams to achieve desired outcome
  • Self-starter with a hands-on approach, good instincts for prioritization and the ability to work under a high-pressure, fast-paced environment
  • Works well within in a collaborative, team-driven, and goal-based environment
  • Works well under pressure while maintaining a positive attitude
  • Must be a team player, reliable, and dependable with a can-do attitude
  • Must, at all times, display the character and values of the Tepper Sports & Entertainment brand
Work Environment and Physical Requirements
This position operates in a professional office environment and outside in a stadium facility. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.  This position typically works approximately 40 hours per week.
  • Must be able to work all Charlotte FC home matches
  • Must be able to lift and carry up to 30 lbs.
  • Ability to remain sitting for up to 8 hours at a desk and computer
  • Ability to remain standing/walking for up to 8 hours
  • Ability to climb stairs
  • Ability to work both indoors and outdoors, and endure weather conditions, including rain, wind, high and low temperatures, etc.
  • Must be able to work in non-traditional settings, and work non-traditional hours including nights, weekends and holidays
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.