SUMMARY
Responsible for providing exemplary customer service to traditional season ticket holders through effective telephone and interpersonal skills and knowledge of ticket services operations, thereby assuring customer satisfaction by performing the following duties. Duties will also include renewing all season ticket accounts by acting as a service coordinator responsible for renewal, up-selling, cross-selling and referrals of assigned accounts.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. Establish and implement levels of service and fulfillment for all Washington Nationals customers that sets the standard in MLB and professional sports.

2. Proactive, self starter that has the ability to provide superior levels of customer service to all Nationals fans.

3. Work game day events to service and assist with season ticket holders, premium seating customers and fans with issues pertaining to ticketing, event operations, communicate policies and procedures and other service related tasks.

4. Assist in the execution of the annual renewal and relocation campaigns while maximizing customer retention and revenue generation.

5. Manage daily, weekly and monthly reporting related to season ticket renewals, ticket utilization and trends.

6. Any other duties and responsibilities as assigned by the Manager, Ticket Services.

7. Performs other duties as assigned by the Executive Director, Client Services.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MINIMUM REQUIREMENTS Candidates must meet the following minimum requirements:

1. Bachelor’s Degree (B.A.) or equivalent degree in a field of general business; or preferably 2-3 years of customer service experience and training; or equivalent combination of education and experience.

2. Proficient skills in computer including experience with MS Office products such as Word, Excel, Outlook, etc. and ability to learn and master new software programs. Prior use of ticketing systems such as tickets.com or Archtics required.

3. Excellent oral communication and customer service problem solving skills.

4. Able to travel around the ballpark visiting clients during home games and able to escort and show potential customers various seating options around the ballpark.

5. Must be able to work flexible hours including evenings, weekends and holidays as needed.

6. Strong ability to create and thrive in a team environment.

OTHER SKILLS AND ABILITIES
The Account Executive, Season Ticket Services is a critical function within the Washington Nationals organization. The individual must be capable of timely completion of reports and duties as well as accuracy and the ability to deal with difficult customer situations. The ability to communicate effectively and enthusiastically in a positive manner telephonically. Ability to DEFUSE and handle difficult customer situations.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 

SUMMARY
Primarily responsible for the processing of single ticket sales and distribution of Will Call tickets to patrons of Nationals Park. Often the first team representative to greet fans, ticket sellers must possess superior customer service skills in order to provide a positive first impression to patrons entering Nationals Park. Ticket sellers are trained in the use of the Tickets.com computerized ticketing system. Applicants must have strong communication skills in order to provide accurate information to guests in regards to Ballpark events and ticketing policies. Applicants should have prior cash management experience with no prior arrests, felonies, or convictions.

MIMIMUM REQUIREMENTS include the following:

1. Applicants must be 18+ years of age
2. Excellent customer service skills
3. Positive attitude and strong communication skills
4. Excellent interpersonal and leadership skills within a diverse staff
5. Strong and rapid comprehension of basic mathematics
6. Working knowledge of computers and their word processing applications
7. Tenacious work ethic
8. Punctual and reliable attendance
9. Available to work a variety of shifts including days, evenings, weekends, holidays and requested overtime
10. Ability to follow required dress code and maintain a clean and professional appearance
11. Able to lift, pull and/or move up to 45 lbs.
12. Quickly learn and retain a large amount of team and stadium information and knowledge
13. Ability to read, understand and communicate Nationals Park policies and procedures or other ballpark information
14. Able to walk or stand for long periods of time and climb up/down stairs
15. Strong ability to work well with co-workers and supervisors in a team environment
16. Must be able to address and solve problems quickly and effectively
17. Regular access to email
18. Successfully pass a pre-employment screening including background check, past employment verification and substance testing
19. Ability to handle additional duties as assigned by the Box Office Manager
20. Fluently bi-lingual in English and Spanish is a plus

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must communicate articulately. Maintain a professional appearance and grooming. Posses the ability to function under the stress of heavy crowd levels, including argumentative and potentially confrontational guests situations. Retain a 75% or higher attendance rate for all Washington Nationals home games.

EDUCATION and/or EXPERIENCE
High school diploma or equivalent required, some college experience preferred. Computerized ticketing experience, particularly in the Tickets.com operating system, is desired yet is not a prerequisite. Proficiency in typing preferred but not required.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand for long periods of time, walk long distances, and climb up/down stairs. The employee is occasionally required to stoop, kneel, crouch, or sit. The employee must occasionally lift and/or move up to 45 pounds. Employee may be asked to work at heights.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Job requires each employee to function in high activity and heavy crowd environment of professional sports venues.
 

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