Service and Retention Team Lead

97361BR

Campus: Tempe

Lead, Ticket Sales & Service

Job Description

The Sun Devil Athletic Ticket Sales Team is seeking a highly motivated and dedicated sales candidate to work as the Service & Retention Team Lead within the high-energy environment of the SDA collegiate ticket sales office. The primary responsibility is to lead service team members to maximize season ticket retention across all Sun Devil Sports. Additional focus includes retaining personal book of season tickets and selling group ticket packages to local businesses, groups, organizations and individuals by means of telemarketing from provided lead sources for the ASU Athletic Department in adherence with NCAA and PAC 12 rules and regulations, Arizona Board of Regent’s, University and Department of Intercollegiate Athletic policies.

Job Family

Theatrical & Public Events

Department Name

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Service and Retention Team Lead

97361BR

Campus: Tempe

Lead, Ticket Sales & Service

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Job Description

The Sun Devil Athletic Ticket Sales Team is seeking a highly motivated and dedicated sales candidate to work as the Service & Retention Team Lead within the high-energy environment of the SDA collegiate ticket sales office. The primary responsibility is to lead service team members to maximize season ticket retention across all Sun Devil Sports. Additional focus includes retaining personal book of season tickets and selling group ticket packages to local businesses, groups, organizations and individuals by means of telemarketing from provided lead sources for the ASU Athletic Department in adherence with NCAA and PAC 12 rules and regulations, Arizona Board of Regent’s, University and Department of Intercollegiate Athletic policies.

Job Family

Theatrical & Public Events

Department Name

SDA Ticket Sales & Service

Full-Time/Part-Time

Full-Time

VP Code

ICA

Scope of Search

Open

Grant Funded Position

This is not a grant funded position and is not contingent on future grant funding.

Salary Range

$39,669 + commission

Close Date

18-December-2023

Category

02

Essential Duties

• Collaborate with ticket sales, ticket operations and premium ticketing teams to ensure efficient and quality servicing of accounts.
• Participate and contribute in the planning and execution of all-season ticket holder related programming and off-season events to provide more value.
• Analyze and resolve problems with season ticket holders, single game buyers and other guests.
• Anticipate, respond to and resolve all complaints, requests, and inquiries from assigned account base in a timely and professional manner.  
• Manage and provide superior customer service for all assigned season ticket holders and annually meet and exceed retention goals. 
• Cultivate and grow strong relationships with season ticket holders by fulfilling all required touchpoints throughout the year via proactive communication including phone calls, emails, handwritten notes, in-seat visits, and out-of-office appointments.
• Build relationships with season ticket holders to continue to upgrade and obtain referrals from assigned account base to achieve annual sales goals.
• Perform game day responsibilities including, but not limited to, in-seat visits, season ticket member giveaways, pre-game and post-game events, addressing season ticket member needs, assisting with in-game renewals, and creating a memorable game day experience. 
• Carry a positive, empathetic and professional attitude toward season ticket holders at all times. 
• Utilize Salesforce and Archtics to record all interactions with customers. 
• Additional responsibilities as assigned by the Associate Athletic Director of Ticket Sales and Service 

Minimum Qualifications

Bachelor’s degree in Business or closely related field with 2 years of related experience; OR equivalent combination of education and/or experience from which comparable knowledge, skills and abilities have been achieved.

Desired Qualifications

• Demonstrated ticketing knowledge preferred but not required
• Experience in using Microsoft Office products (Word, Excel, Access and Outlook)
• Demonstrated knowledge of CRM systems, specifically SalesForce
• Demonstrated knowledge of the practices, methods and techniques of sales and up selling
• Demonstrated knowledge of ASU athletic programs
• Demonstrated knowledge of the standards and techniques of customer service
• Experience in effectively communicating ticket program benefits to close a sale
• Experience in developing and nurturing network of sales leads and prospects
• Experience in delivering sales presentation to various audiences
• Experience in meeting established sales quotas and/or promotional objectives
• Evidence of effective communication skills
• Experience in organizing and prioritizing tasks
• Evidence of a positive attitude and great work ethic
• Experience in working well within a team environment

Working Environment

• Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding, manipulating a computer mouse, and using a telephone.
• Required to stand for varying lengths of time and walk moderate distances to perform work.
• Frequent bending, reaching, lifting, pushing, and pulling up to 25 pounds.
• Ability to clearly communicate to perform essential functions.
• Regular activities require ability to quickly change priorities, which may include and/or are subject to resolution of conflicts.
• May be required to work extended hours (nights, weekends, and possibly holidays).
• Regular use of standard office equipment including, but not limited to: computer workstation/laptop (keyboard, monitor, mouse), printer, fax, calculator, copier, telephone, and associated computer/technology peripherals.
• General supervision received by the Manager of Ticket Sales and/or Assistant Athletic Director of Ticket Sales and Service.

Department Statement

The Sun Devil Athletics (SDA) programs are elite, high profile Division I programs. By definition, Division I programs are the "best of the best" and the ladder by which athletes ascend to the world of professional sports and international competitions, such as the Olympics and World Cup. Moreover, Arizona State University and SDA compete in the PAC-12 conference. This conference is known for having won more NCAA national championships in team sports than any other conference in history.

The vision of SDA is to be a comprehensive perennial top ten NCAA Division I athletics program that empowers Sun Devils to maximize human potential and make a positive impact on our university, community and the world.

The mission of SDA is to provide opportunities for student-athletes to achieve at the highest levels of both academic and athletic excellence, thereby providing them with opportunities for personal growth, offering a unifying force to the campus community, and creating a source of pride among and support from the external constituencies of the university. SDA promotes identity, inclusion and expression to build a strong Sun Devil Community reflective of ASU’s charter.

SDA affirms ASU’s commitment to equal employment and is fully committed to the principles of student-athlete welfare, institutional control, gender equity and inclusion, ethnic diversity, and sportsmanship. This commitment includes creating an environment where student-athletes contribute to a winning tradition while enhancing the campus and local community and competing in a program having integrity and high ethical standards. SDA is committed to a leadership role within the university, community, the Pac-12 Conference, and the nation. 

SDA is committed to recruit, retain and develop a gender equitable, inclusive and diversified workforce.

ASU offers up to 24 hours of professional development opportunities per year and a competitive benefits package, which includes paid vacation and holidays, health insurance, free mental health resources, employee discounts and more. In particular, ASU offers a generous tuition discount for employees, their spouses, dependents and retirees. Working in SDA also provides unique access to sporting events and athletic-related discounts.

For more information on ASU benefits, please visit http://cfo.asu.edu/hr-benefitsenrollment. 

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/relocation-services.

Employment Verification Statement

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Instructions to Apply

Application deadline is 3:00PM Arizona time on the date indicated.

To be considered, your application must include all of the following:

• Cover letter
• Resume/CV
• Three professional references (personal references are not accepted)

Please include all employment information in month and year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.

Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Only electronic applications are accepted for this position.

IMPORTANT NOTE: What is the meaning of “equivalent combination” in the minimum qualifications? It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor’s degree is equal to four years of experience.

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