Customer Service Specialist

About the Role

The Customer Service Specialist plays a key role within the Ticket Sales & Customer Service department, reporting to the Director of Service & Retention. The main purpose of this position is to strengthen retention and growth of existing season ticket member (STM) accounts by delivering outstanding, personalized customer service and ensuring a superior experience for our premium clientele.

Key Responsibilities

• Handle approximately 500 to 600 season ticket member accounts, proactively addressing inquiries, requests, and complaints to maximize renewals and upsell opportunities.
• Maintain consistent communication with STMs via emails, calls, personal visits, and handwritten notes, ensuring they are well-informed about membership details, upcoming events, and exclusive promotions.
• Develop tailored engagement strategies including face-to-face meetings and premium client experiences to foster loyalty, especially recognizing special occasions such as birthdays and anniversaries.
• Manage invitations and RSVPs for exclusive game-time experiences like half-time receptions and tunnel access.
• Record all client interactions and activities in Dynamics 365 (CRM) and assist with selection and distribution of membership gifts.
• Facilitate ticketing operations: process payments, resolve ticketing issues, and oversee ticket packaging and shipping.
• Organize and execute at least one major season ticket member event per season, handling budgeting, venue coordination, logistics, catering, guest appearances, and post-event follow up, while supporting other specialists' events as needed.
• Serve as a VIP host representing the Lakers brand during home games, managing game day setup and breakdown of service booths, managing messaging, gifts for STMs, and guest check-ins.
• Manage the ticketing department's primary phone line to address ticket inquiries and resolve issues.
• Drive additional sales by promoting seat upgrades, additional seats, and parking options, including participation in sales events both in-person and virtually.
• Support special projects such as kids club initiatives, social media campaigns, and contests aimed at customer retention.

Performance Metrics

• Customer satisfaction measured through surveys (Fan Loyalty Tracker).
• Season ticket renewal rates and event feedback.
• Frequency and quality of customer touchpoints.

Qualifications and Experience

• Bachelor's degree is mandatory.
• A minimum of two years’ experience in customer service is required; backgrounds in hospitality or event management are desirable.
• Proficiency with Microsoft Office suite (Word, Excel, PowerPoint, Outlook), ticketing platforms such as Ticketmaster Archtics and AXS, and CRM systems, specifically Dynamics 365 or similar.

Skills and Abilities

• Excellent written and verbal communication skills with an ability to craft engaging correspondence and present professionally to diverse audiences.
• Demonstrated ability to build lasting client relationships through personalized service.
• Strong organizational and project management capabilities to juggle multiple priorities and meet deadlines.
• Basic mathematical and budgeting skills to analyze costs and manage account finances.
• Sound judgment, independent decision-making, and critical thinking skills to handle complex situations calmly under pressure.

Physical and Work Environment

• Ability to lift at least 50 pounds and walk extensively within the arena during game days.
• Work locations include El Segundo offices during weekdays, Crypto.com Arena in downtown Los Angeles for home games, and occasional off-site events.
• Willingness to work regular business hours (9 AM to 5:30 PM, Monday through Friday) with mandatory overtime including evenings, weekends, and holidays.
• Travel requirements are minimal, less than 10% of the time.

Compensation and Equal Opportunity

The hourly wage for this position ranges from $20 to $23, with final pay determined by individual qualifications, experience, and internal pay equity considerations. The employer is committed to equal opportunity, ensuring fair hiring practices regardless of race, color, religion, national origin, gender, sexual orientation, age, disability, or any protected status.

Application Process

Candidates must complete the full application after initiating the process through the designated application link.