About the Jacksonville Jaguars
The Jacksonville Jaguars are a professional football team and a member of the National Football Leagues AFC South Division. The Jaguars are one of the NFLs youngest franchises playing their first regular season home game on Sept. 3 1995 in Jacksonville Fla. and have since won four division titles. The Jaguars are owned by Shahid Khan a visionary leader whose businesses include FlexNGate Fulham Football Club All Elite Wrestling Bold Events and Iguana Investments. Since 2012 Mr. Khans impact on the Northeast Florida community has exceeded $500 million including charitable giving through the Jaguars Foundation capital improvements to EverBank Stadium and the creation of Dailys Place which hosts upwards of 40 concerts a year. The Jaguars and Iguana Investments opened the Miller Electric Center a stateoftheart sports performance center in 2023 which now houses all of football operations for the Jaguars including players coaches and other personnel. Over the next several years the Jaguars and Iguana Investments will complete Phase 1 of the Jacksonville Shipyards a reimagination of the riverfront which will include a Four Seasons Hotel and Private Residences an office building inclusive of the Jaguars front office headquarters and a modernized marina and support building as well as begin additional projects to transform the area around the stadium into a yearround mixeduse sports and entertainment district.
In 2024 the Jaguars and the City of Jacksonville announced plans to move forward with a reimagined Stadium of the Future securingJaguars football in Jacksonville for generations to come plus a continuation of annual traditions of the FloridaGeorgia Football Classic and TaxSlayer Gator Bowl while also opening opportunities for future Super Bowls Final Four tournaments college football playoffs marquee concerts and more. Using research derived from Jaguars fans stadium guests and a comprehensive assessment of the facilitys structure the Stadium of the Future will be a worldclass venue for a worldclass city that showcases a facility that is environmentally friendly cost effective and presents stateoftheart innovation. The Stadium of the Future features a protective canopy wider concourses new communal spaces scenic lookout decks immersive inbowl technology new seating types and a public Floridian nature park.
Summary
This role serves as a liaison between the Jacksonville Jaguars/Dailys Place and their Season Ticket Members to ensure that the highest level of service is provided. Service tasks include renewals retention ticketing finance account management and service as well as general stadium operations. It is the Member Experience Specialists responsibility to build strong relationships and continuously engage with our members by customizing communication and tailoring benefits to match the needs of each customer. It is also important that the Member Experience Specialist utilizes knowledge of product to leverage crossselling opportunities and generate ticket referrals from their base of accounts. This role will also assist the department with key season ticket programs events and tasks.
Job Responsibilities
- Serve as the primary liaison for EverBank Stadium Jaguars and Dailys Place customers
- Provide a consistent and disciplined approach to supporting customers
- Implement frequent proactive touchpoint programs designed to increase customer loyalty
- Meet or exceed daily call volume goalstypically between 50 and 75 outbound calls per day
- Use effective problemsolving skills to address any customer concerns
- Meet or exceed yearly renewal and sales goals
- Assist with developing coordinating and implementing Season Ticket Member events
- Collect card information and transact payments from customers
- Assist in managing communications projects and key initiatives associated with preparing members for the Stadium of the Future.
- Assist department with all projects that arise throughout the season. These vary in nature from mail campaigns to game days and special events
- Collect data and follow up with guests regarding the game and event day experience
- Accurately and consistently manage update and record all interactions with Season Ticket Members through CRM database
- Maintain detailed knowledge of all event information to be a resourceful point of contact for customers
- Help create a fun gameday and event atmosphere for Members and any accompanying guests
- Foster teamwork employee morale motivation and open communication within the Ticketing Department and other departments within the organization
- Work closely with Ticket Sales Fan Experience Marketing JagsCinema Public Relations and Sponsorship to execute integrated programs
- Anticipate respond to and resolve all complaints requests and inquiries
- Handle difficult situations in a calm and professional manner
- Maintain a high satisfactory rating through Voice of the Fan and Season Ticket Member Surveys
- Provide timely responses and followups to all customers via phone email text message and Ticketing Inbox
- Develop and build relationships with all Members to continuously grow their portfolios
- Perform other duties as assigned by the Director and Manager of Member Experience and Retention or any other person designated by the Jaguars EverBank Stadium and Dailys Place
Job Requirements
- Bachelors degree from an accredited university
- Proven experience in relationship building
- Strong communication skills to increase overthephone written and inperson sales
- Knowledge of accounts receivable and accounts payable practices
- Demonstrated ability to develop and maintain relationships with customers
- Excellent verbal and written communication skills
- Excellent problemsolving skills
- Ability to work long and flexible hours including some evenings weekends and holidays
- Strong work ethic and drive to excel
- Organized creative and customerservice oriented
- Public speaking and presentation experience
- Flexibility and adaptability to work with customers from varying backgrounds
Preferred
- 12 years of customer service and sales experience preferred
- Previous experience with Microsoft Dynamics and/or Ticketmaster (Archtics) is a plus
Perks and Offerings
Here is insight into some of the perks and offerings of the Jaguars and Bold Events:
- Health Dental Vision and Life insurance options
- Mobile phone stipend
- 100 match of the employees contribution up to 5 of income in company 401(k) program
- 16 weeks of paid parental leave including adoption. Leave Sharing option available
- Company provided lunch during the work week
- Wellness Programs inclusive of: Employee Assistance Program through NFL Lifeline as well as Colonial Life; preferred access to mental health appointments; access to onsite weight facility; company sponsored rec leagues; significant discounts to local YMCA; wellness challenges
- Team member recognition and mentor programs
- 20 paid company holidays in addition to 17 days of PTO (thats over 1 month of paid time off!; Summer Fridays
- JagsU and various company and departmental training and development options
- Various employee events and celebrations such as: an Employee Anniversary Celebration PRIDE Awards Ceremony Employee Days of Service Employee Appreciation Day a holiday party quarterly all team meetings happy hours and more
- Opportunity to receive tickets to various events such as Jaguars home games and concerts as well as other local ticketed events
- Various other perks and discounts through local partners
- Onsite notary
- Perks and offerings are subject to change and may be dependent upon role
View to learn more about what it means to be a part of the Jaguars team!
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