Fan Services Team Member (Seasonal)

Our teammates are at the core of what we believe in : People, Collaboration, Learning, and Excellence (PeopleCLE). We look to hire individuals who are committed to our purpose of uniting and inspiring our city through the power of team.

Our mission is to win the World Series while creating a compelling fan experience. If you believe you possess these important traits, please consider a career with the Cleveland Guardians.

The Guardians are looking for service minded teammates, who are committed to working together to help us create amazing memories for fans, each other and all visitors to Progressive Field.

PRIMARY PURPOSE : Gameday all-star setting the standard for customer service, embodying a positive attitude, and being a passionate advocate for our fans.

Serves as the front line of support and a resource of knowledge to all inquiries regarding the Guardians organization. You will create a superior fan experience by delivering exceptional human interactions and resolving fan pain points through empowered decision making.

RESPONSIBILITIES & DUTIES :

Gameday

• Committed to providing our city, fans and guests with our organizational standard of exceptional service both internally and externally in a professional and timely manner.
• Train to remain thoroughly knowledgeable in the policies and procedures of Progressive Field and the Cleveland Guardians, including, but not limited to the areas of Ticket Sales and Service, Ballpark Operations, game day operations, etc.
• Assigned to staff a rotating variety of game day locations to provide excellent service to fans.
• Responsible for answering incoming telephone calls and providing a high level of Cleveland Guardians customer service.
• Transfer of telephone calls to front office personnel and appropriate departments, as necessary.
• Respond and service fans and fan feedback in a timely manner, through e-mails, surveys and instant message system
• Thoroughly enter all information from fan interactions into our customer management system.
• Place follow-up calls to customers who experienced a customer service issue or needed additional information in a timely manner.
• Work in a dynamic environment where information continuously changes and staff must adapt and effectively communicate with fans.
• Responsible for having current game and company information readily available.
• Responsible for all lost and found items including organizing, properly logging, and coordinating pick-up.
• Protect assets through compliance of company standards regarding credit cards, tickets, lost and found, etc.

Other

• Assisting team with Guardians' fan mail by opening, documenting, responding to, and / or distributing to the appropriate department, as needed.
• Send out information, including pocket schedules, fan packs, ticket information, etc., as needed.
• Support miscellaneous ticketing projects, including selling single game tickets over the phone.
• Aid other departments with mailing, projects and or events as needed including, but not limited to Guardians Kids Club,
• Season Ticket Member events, Community Impact, Single Flash Sales, etc.
• Support CPPH department with game day responsibilities, including sponsor activations and other items.
• Opportunity to access to internal resources with expertise in : resume writing, interviewing skills, professional business communications as well as attend professional workshops and luncheons with leaders in the organization
• Other duties, as assigned.

ROLE REQUIREMENTS :

• Desire to delivering top-notch internal and external customer service through training in the Guardians Way to Service Excellence
• Proficient in effective communication via phone, in-person, and in writing
• Capability to work in a fast-paced environment and provide on-the-spot problem solving
• Represents the Cleveland Guardians professionally with a focus on our city, fans, and guests
• Adaptable multitasker with strong organizational skills
• Basic understanding of personal computers (Word, Excel, Internet, etc.)
• Eagerness to train on systems including ticketing software, lost and found software, Ballpark App, and software utilized when entering all information from fan interactions
• Ability to learn and understand the Cleveland Guardians vision, policies and procedures.
• Willingness to learn and apply the policies and procedures of Progressive Field and the Cleveland Guardians, including, but not limited to the areas of Ticket Sales and Service, Ballpark Operations Game Day Operations, etc.
• Must be at least 16 years old

AVAILABILITY REQUIREMENTS :

• Availability to work home games and other events held at Progressive Field
• Availability to attend all trainings, work Opening Day, Holidays, Yankees and other marquee summer series, Season Ticket Member Event, and Rock N' Blast games
• Lengths of shifts may change due to varying business needs (changes in game times, postponed events, etc.)
• Expected to work at a computer and / or servicing fans as assigned, for the length of your shift

ORGANIZATIONAL REQUIREMENTS :

• Reads, speaks, comprehends, and communicates English effectively in all communications.
• Represents the Cleveland Guardians in a positive fashion to all business partners and the general public.
• Ability to develop and maintain successful working relationships with members of the Front Office.
• Ability to act according to the organizational values and service excellence at all times.
• Ability to work with diverse populations and have a demonstrated commitment to social justice.
• Ability to walk, sit or stand for an entire shift.
• Ability to work extended days and hours, including holidays and weekends.
• Ability to move throughout all areas and levels of the Ballpark.
• Ability to work in a diverse and changing environment.
• Occasional physical activity such as lifting and carrying boxes up to 15 lbs.

The Cleveland Guardians are committed to developing and maintaining an environment that embraces all forms of diversity to enrich our core values, enhance our competitive position, strengthen our impact within our community, and foster a greater sense of belonging for our employees.

In this spirit, we know studies have shown that people from historically underserved groups - including women and people of color - are less likely to apply for jobs unless they believe they meet every one of the qualifications as described in a job description.

We are most interested in finding the best candidate for the job and understand that candidate may bring certain skills and experiences to the role that are not listed above, but that would add tremendous value to our organization.

We would encourage you to apply, even if you don't believe you meet every one of our qualifications described.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)