Service Executive

Los Angeles Kings

Full Time
Los Angeles Kings
El Segundo, CA

Job Details

Anschutz Entertainment Group, Inc. (“AEG”) is a subsidiary of The Anschutz Company and one of the leading sports and entertainment presenters in the world. AEG owns a collection of companies including multi-use facilities such as STAPLES Center and StubHub! Center in Southern California, several sports franchises including the Los Angeles Kings (NHL) and Los Angeles Galaxy (MLS) and AEG LIVE, one of the world's leading concert promotions and touring companies. AEG is also currently overseeing the development of L.A. LIVE, 4 million sq. ft. downtown L.A. sports, residential and entertainment district.

JOB DESCRIPTION:

The Service Executive, Season Tickets is extremely proficient in customer service, retention and cross selling to LA Kings current Season Ticket Members and prospective new fans. This individual will be responsible for developing relationships with Season Ticket Members in order to gain revenue by renewing season tickets, selling new season tickets, cross selling group, partial plans, and single seat.

ESSENTIAL FUNCTIONS:

  • Manage the day-to-day tasks of season ticket accounts by renewing and increasing account; provide highest of service excellence, both in individual interactions with LA Kings fans and in joint efforts with fellow LA Kings Account Executives
  • Proactively work to increase customer loyalty and renewal percentages and generate additional revenue for the Club
  • Conduct high amounts of service calls on a daily basis
  • Make a minimum number of touch points per Season Ticket account per year, depending upon profile of each account to include arena seat visits
  • Generate new revenue referrals through up-selling, cross-selling, and uncovering account referrals; Aggressive prospecting in order to generate new business relationships
  • Provide prompt, thorough, and courteous responses to all inbound customer communication – phone calls, emails, mail, etc.
  • Respond to all Season Ticket Members needs such as customer service issues, ticket exchange and add-on requests, financial billing, and other ticketing and team-related questions
  • Utilize CRM system to track and report progress of relationships with all Season Ticket Members, as well as to ensure client profiles are always up-to-date
  • Create, manage, and analyze all data from ticket sales surveys to improve department efficiency, retention rates, and customer satisfaction and loyalty
  • Perform “game day” responsibilities, including entertaining clients and prospects, as well as working ticket sales booths and tables  

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:

  • Ability to provide an outstanding level of customer service
  • Proficient with Microsoft Word, Excel, and Outlook; ability to learn required business systems
  • A go-getter, with real drive and initiative to succeed and develop a career in the sports and entertainment industry
  • While looking to succeed personally, be able to support team environment and adhere to departmental guidelines
  • Ability to read, listen and communicate effectively in English, both verbally and in writing
  • Outstanding listening, written, and verbal communication skills
  • Quality presentation skills – ability to create, analyze, interpret, and present reports and correspondence
  • Highly organized, resourceful, detailed-oriented, quick learner and time management skills
  • Ability to professionally communicate and interact with all levels of management
  • Ability to professionally handle highly sensitive and confidential information
  • Ability to provide sales reports and contact status back to management on a daily and weekly basis
  • Ability to thrive under a competitive sales environment

QUALIFICATION STANDARDS:

Education:

  • BA/BS Degree – 4 year

Experience:

  • A minimum of 2 years of related experience
  • Knowledge of ticket software preferred
  • In-depth knowledge of the sport of hockey preferred

AEG reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship.  AEG may require an employee to perform duties outside his/her normal description

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