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Sales & Marketing: Client Relations/Customer Service
Customer Relationship Manager (Seasonal) - Phoenix International Raceway (Avondale, AZ)

 

 

The mission of the Customer Relationship Management Team is to consistently deliver superior specialized customer service and provide an overall one-of-a-kind experience for our valued fans. By recognizing each of our Fans as a unique asset to our organization, the daily goal of each Manager is to continually grow current relationships by utilizing technology based communication tools and embracing the spirit of NASCAR. Managers have the ability to maintain and strengthen business and personal account relationships through (but not limited to); conducting track tours, email, personalized letters, seat visits, servicing inbound calls, utilizing our Customer Relations Management (CRM) system, making outbound calls, VIP invites and other specialized in-market track sponsored events. Managers will be responsible for managing customer relationships, as well as providing the highest levels of service, and retention to Phoenix International Raceway fans. Through providing this type of personalized service to each and every account holder, Managers work to build enduring relationships. The end goal of the Manager is to ultimately increase customer loyalty and overall renewal percentages, as well as establish Phoenix International Raceway as a true point of difference in the sports industry.

Responsibilities include (but not limited to):

  • Proactively communicate with customers to strengthen account relationships through (but not limited to) utilizing Customer Relationship Management (CRM) system, making out-bound calls, personalized e-mails, personalized letters, servicing in-bound calls, at-track seat visits, when applicable out-of-office face to face appointments.
  • Identify, troubleshoot and resolve unusual/adverse situations using a quick response approach and making sound decision based on available facts.
  • Credibly and responsibly present oneself as the face of Phoenix International Raceway to current and prospective customers.
  • Enthusiastically answer in-coming calls from customers concerning account changes, account balances, event related questions, renewals, upgrades, on-sales, ticket promotions, in-market events, general complaints.
  • Develop, enhance and maintain relationships with Season Ticket Account Holders.
  • Actively sell ticket packages, single-event tickets, fan hospitality, camping and additional race day activities through outbound calling efforts.
  • Renew ticket packages, single event tickets, fan hospitality, camping and additional race day activities.
  • Call past customers, prospect and cold-call new sales leads to generate ticket sales.
  • Drive sales and referral sales from existing fan base.
  • Attend in-market events for the purpose of maximizing sales opportunities, these events may or may not occur during normal work hours.
  • Be an expert on the products and services offered by Phoenix International Raceway.
  • Continuing education in the sport of NASCAR and sports industry standards on customer care.
  • Assist in fulfillment of all ticket and additional race day activity orders when needed.
  • Provide personalized service “in the field” during event weekends actively developing relationships with account holders on a face-to-face basis.
  • Provide operations support to ticket office on race weekends.
  • Provide support at PIR box office ticket windows.

 

Qualifications:

  • College degree required or equivalent experience.
  • 2 years prior outbound/inbound calling experience.
  • 2 years prior box office experience.
  • Exceptional work ethic, strong desire to succeed, eagerness to learn, professionalism and a passion for the sport industry.
  • Competitive nature and a contagious positive attitude.
  • Strong time management and organizational skills. Must be able to manage schedule to achieve daily and weekly goals for calls and sales.
  • Excellent verbal and written communication skills.
  • Proficient computer skills including knowledge of Microsoft applications and ability to quickly learn required ticketing software.
  • General accounting experience; able to handle cash and credit card transactions and balance a bank account.
  • Ability to work well under pressure.

 

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