Position Profile: Fan Experience Representative (Part-Time) Department: Fan Experience Reports to: Manager of Fan Experience Status: Part-Time, Hourly JOB SUMMARY: Primarily responsible for fielding incoming communication and requests for the Fan Experience Department. This role will also provide departmental support by organizing and responding to fan-related projects, including but not limited to, fan mail and military flag requests. ACCOUNTABILITIES:
- Field and respond to all forms of inbound communication coming into the Fan Experience Department in a consistent and timely manner.
- Provide proactive, world-class service to continually exceed the expectations of guests and fans.
- 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.
- Log all customer interactions received via telephone, email, or any other means from guests to maintain detailed accounts of correspondence.
- Work all Chiefs games and large-scale stadium events to assist with dispatching and recording incoming ADA service requests.
- Assist with special projects as needed.
MINIMUM QUALIFICATIONS:
- Experience in customer service desired, but not required.
- Bachelor's degree
- Organized and detail oriented, self-starter and independent project manager.
- Proficiency in Microsoft Office applications and demonstrated ability to quickly learn new programs and software. Experience with Ticketmaster Archtics and/or Microsoft Dynamics a plus.
- Helpful, friendly, and patient attitude. Be creative and seek proactive solutions to problems and situations before and/or after they arise with little or no supervision.
- Strong oral and written communication skills
- Excellent interpersonal skills.
- Ability to accurately record information.
COMPENTENCIES:
- 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.
- Work Quality: Excels at tasks and projects in accordance with quality standards and always implements critical thinking.
- 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.
- Time Management: Task-focused and utilizes time management wisely to accomplish assignments.