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Sales & Marketing: Client Retention/Customer Service
Membership Services Representative - Cleveland Browns (Berea, OH)
The goal of the Membership Services Representative is to exceed the expectations of all our Season Ticket Members and to create customer loyalty by providing superb customer service and building relationships through personal touchpoints. Each Membership Services Representative is responsible for retaining and growing each Season Ticket Member’s investment every year.
Responsibilities and Duties:
- Responsible for securing each assigned Season Ticket Member Account’s annual renewal commitment by overcoming all objections associated with the renewal decision
- Achieve overall retention goal on an annual basis as determined by the Director of Membership Services and the Vice President of Ticket Sales and Service
- Develop and maintain relationships with assigned Season Ticket Members through a structured personal touchpoint plan, which includes but is not limited to: phone calls, emails, game visits, face-to-face appointments, and other special events.
- Identify additional revenue opportunities to reach yearly new business goals set forth by the Director of Membership Services
- Quickly identify and resolve all Season Ticket Member-related issues as it pertains to both gameday and non-gameday experiences
- Enter all pertinent client information into our CRM system for updating, reporting, and tracking purposes
- Work in conjunction with the Premium, Season, and Inside Sales Teams to successfully transition all new accounts to the Membership Services Team
- Effectively communicate all benefits and perks to consistently add value to the Season Ticket Membership
- Bachelor’s Degree
- Minimum of 1-2 years of successful sales experience
- Knowledge of Ticketmaster platform and Archtics is preferred
- Experience with Microsoft CRM is preferred
- Superior customer service and interpersonal skills
- Excellent communication and organizational skills
- Ability to work weekends, nights, and holidays as dictated by eve
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