Who are we hiring?

The Premium Service Specialist will be responsible for providing day-to-day support, customer service, event planning, customer retention, service integration, and customer engagement to Sphere’s suite license and single event rental customers. Duties include client communication for catering orders, ticketing, billing, parking, event execution, issue resolution and retention. This position works in conjunction with Premium Sales & Service and Venue Operations team members to provide broad support for all clients and their guests. In addition to direct client servicing, the Specialist will have designated ownership for developing, refining and implementing assigned Premium Service processes, playbooks, SOPs, client-engagement standards, reporting/workflows and department initiatives that improve how the function operates.

What will you do?

• Ensure best-in-class service for a designated number of dedicated accounts, including distributing tickets, assisting with suite catering orders, facilitating in-suite branding and day-of-event tasks.
• Maintain knowledge of various catering menus, special requests and venue operations procedures; inform clients and ensure they adhere to firm deadlines and guidelines.
• Support Premium Account Managers in renewal efforts by providing support documentation and usage analysis.
• Monitor billing timelines and financial compliance for assigned accounts, including collection of outstanding receivables and proactive escalation of at-risk balances ahead of events.
• Provide requested document support to clients including credit card receipts and copies of invoices.
• Coordinate with internal Sphere departments including sales divisions, suite catering, building operations, finance and box office when necessary to ensure all client needs are communicated, implemented and resolved in a timely manner.
• Collaborate with suite catering and creative teams to produce seasonal menus.
• Communicate upsell opportunities to clients including single event rental suites, additional passes, menu items, merchandise and other experiential add-ons.
• Maintain accurate records of all client activities including phone calls, meetings, issue resolution and in-suite visits within Salesforce system.
• Own designated Premium Service processes and initiatives from development through implementation — including playbooks, SOPs, workflows, service standards and supporting reporting and documentation — identifying opportunities to improve consistency, efficiency and client experience.
• Translate client feedback, survey insights and recurring service themes into recommended process improvements and client-engagement enhancements, in partnership with Premium Service leadership.
• Serve as a subject-matter resource for assigned functional areas and support team-wide adoption of updated processes, while continuing to own a designated client portfolio and the full 365° (year round) service lifecycle.
• Provide on-site event coverage, including suite-level client visits and real-time issue resolution during assigned events.
• Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.  
• Additional projects to support experiences, events, and operations.

What do you need to succeed?

• Ideal candidate will have 3+ years’ experience in high-end client service environment, preferably in a sports or entertainment field.
• Candidate must demonstrate a positive coachable attitude, warm, approachable demeanor and excellence in maintaining positive client relationships.
• Experience engaging with businesses, high-net-worth clients, and C-suite executives preferred.
• Proficiency building and maintaining reports, trackers and documentation.
• Teamwork mentality is a must.
• Proactive, strong interpersonal, organizational and multitasking skills, as well as strong written and verbal communication skills.
• Ability to manage overlapping event schedules, activities and functions as well as address and solve problems.
• Ability to operate specific catering, accounting, ticketing and database management systems.
• Ability to independently manage detailed processes and contribute to developing, documenting and improving processes with meticulous attention to detail and deadlines.
• Knowledge of Outlook and Microsoft Office required; Archtics and Salesforce experience a plus.
• Flexibility to work nights, weekends and holidays as needed.

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