Customer Service Representative

This is a Full Time Job

The Customer Service Representative is responsible for providing guest service and problem-solving to all persons who call into the Pirates' customer service line, including but not limited to, current and potential ticket members and to record into a database all pertinent information to aid in servicing customer accounts.

Responsibilities
Primary:
• Provide customer service to current and potential ticket holders; problem-solving, processing tickets through Provenue and handling inquiries and requests; triage non-ticket related calls to ensure they are routed to the appropriate individual.
• Record into CRM database all pertinent customer information including, new names, addresses and all other information considered to be important to the servicing of customer accounts.
• Assist with flex plan trouble shooting and voucher redemption.
• Monitor and respond to season ticket holder newsletter action items.
• Assist season ticket holders in troubleshooting our loyalty platform through Pirates Points.
• Handle a variety of ticket orders, such as promotional orders, ticket exchanges, season ticket add on orders and various ticket plans and deals.
• Identify lead opportunities through phone interactions.
• Assist sales team in the follow up with theme night individual buyers to identify opportunities for customer to come out to additional game.
• Assist in servicing sales events organized by the Ticket Sales & Service Department.
• All other duties as assigned by the Manager, Customer Service.

Secondary:
• Coordinate and assist with organizational mailings, as needed.
• Attend other corporate department meetings, as needed.

Qualifications / Availability
Required:
• Legally authorized to work in the United States.
• High School Graduate.
• Knowledge of Microsoft Applications.

Desired:
• Prior experience working for a professional sports team in customer service, park operations, or ticket sales and servicing.
• Experience with ticket sales technologies such as Provenue and/or CRM systems.
• One (1) year experience in customer service experience.

Availability:
• 40% of Pittsburgh Pirates home games.
• Nights, Weekends and Holidays.