Now Hiring - Orlando City Soccer Club - Tickets Sales - Member Experience Specialist in Orlando, FL

Full description of the position

TITLE: Member Experience Specialist DEPARTMENT: Ticket Sales REPORTS TO: Manager, Member Experience FLSA: Salaried + Commissions; Full-Time, Non-exempt WHAT SETS YOU APART The Member Experience Specialist is responsible for excellent servicing and relationship building with a focus on retaining and growing all assigned Orlando City SC and Orlando Pride season ticket member accounts, entailing, but not limited to, responding to questions, comments or concerns via telephone, email or in-person from all season ticket members. The Specialist will be focused on creating a premium, distinctive, on-brand year-round experience for STMs, and will strive to create value for our members that exceeds their expectations given their investment levels. We will do this through proactive interactions with our members as well as providing timely guest recovery. Our specialists will strive to deliver best in class service and unique experiences to build customer loyalty. ESSENTIAL DUTIES AND RESPONSIBILITIES * Proactively communicate with assigned ticket members via telephone, email and/or in-person. * Proactively solicit account retention by securing renewal commitments. * Field and respond to all season ticket member inquiries, requests, feedback, etc. * Build relationships with assigned season ticket members at all points of contact. * Ensure customer data and profile requirements are accurately represented in the database. * Accurately and successfully convey all key messages to all season ticket members. * Educate season ticket members of all applicable Membership benefits, programs, and events. * Identify opportunities to add-value to Membership benefits, programs, and events. * Identify areas to improve on and off game day experience. * Reporting of various individual and/or departmental efforts. * Plan, facilitate and execute exclusive season ticket member events throughout the calendar year. * Act as information liaison for all Orlando City SC, Orlando Pride and Orlando City B home games and stadium events. * Survey and analysis of various reporting (attendance, game day experience, etc.) * Other duties as assigned. QUALIFICATIONS Its never just a job at Orlando City SC & Orlando Pride. Its a way of life. We live and breathe soccer. We believe each role is as unique as the person who does it. To join our team, you will also possess these qualifications: * Minimum of 1-2 years of sales or service experience in professional or collegiate sports (or related industry) is preferred. * Strong written and verbal communication skills required. * Computer skills required: experience with Microsoft Office (Word, Excel, PowerPoint) is preferred. * Able to work flexible hours including nights, weekends and holidays. * Ability to work well on a team and independently. * Ability to attain and maintain SafeSport certification. * Ability to pass a background check. * Knowledge of Salesforce and Archtics is preferred. * Experience in the Florida marketplace preferred but not necessary. * Fluent in Spanish or Portuguese a plus. * Ability to work flexible hours including nights, weekends, and holidays. About Orlando City SC & Orlando Pride: In November 2013, Orlando City Soccer Club was awarded a Major League Soccer (MLS) franchise, becoming the leagues 21st franchise. The team began play in March 2015, with 62,510 fans packing the then-Orlando Citrus Bowl for the Clubs MLS debut. The Lions have reached the postseason in five-consecutive seasons (2020-24), qualified for the Concacaf Champions Cup (formerly Concacaf Champions League) in both 2023 and 2024, and reached their first final in 2020 during the MLS is Back Tournament. In 2022, Orlando City won its first championship of its MLS era, lifting the Lamar Hunt U.S. Open Cup trophy, which also marked the first championship by any professional team in the City Beautiful. Prior to its time in MLS, Orlando City boasted a decorated history in the United Soccer League, winning the leagues championship in both the 2011 and 2013 seasons. In October 2015, the Orlando Pride was announced as the 10th team in the National Womens Soccer League (NWSL), bringing professional womens soccer to the state of Florida for the first time. The team began play in April 2016, setting a then-league single-game attendance record in its first-ever home game, with 23,403 fans witnessing the Clubs first win. The Pride feature a star-studded roster of domestic and international talent and, in 2024, brought the first professional major league title to the city of Orlando, with the Club winning the NWSL Championship. The season saw the Pride complete the double, winning both the Championship and the NWSL Shield as the best team in the regular season, capping off a historic campaign that set numerous league records. Former Orlando City defender Seb Hines serves as the teams head coach, not only the first Black head coach in the league, but also the first to win both the Championship and the NWSL Shield, and the 2024 NWSL Coach of the Year. In 2017, both teams moved into its privately-owned, soccer-specific venue Inter&Co; Stadium located in the heart of downtown Orlando. In July 2021, the Club which includes Orlando City SC, the Orlando Pride, Orlando City B (MLS NEXT Pro) and Inter&Co; Stadium was purchased by the Wilf Family, who also own the Minnesota Vikings of the National Football League. For more information on Orlando City SC and Orlando, visit OrlandoCitySC.com or [please apply online] 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. Orlando City and Orlando Pride will ensure that individuals with disabilities are provided with reasonable accommodation(s) to participate in the job application or interview process and perform critical job functions. Please contact the People and Culture department at [please apply online] to let us know the nature of your request and your contact information.