Job Abstract

Our teammates are at the core of what we believe in: People, Collaboration, Learning, and Excellence (PeopleCLE). We look to hire individuals who are committed to our purpose of uniting and inspiring our city through the power of team. Our mission is to win the World Series while creating a compelling fan experience. If you believe you possess these important traits, please consider a career with the Cleveland Guardians.

The Guardians are looking for service minded teammates, who are committed to working together to help us create amazing memories for fans, each other and all visitors to Progressive Field.

PRIMARY PURPOSE: Sets the precedent for exceptional human interactions with our fans by embodying a positive customer service attitude, collaborating cross-functionally, and being a passionate advocate for our fans. Part-time, year-round role supporting our Events & Experience team.

RESPONSIBILITIES & DUTIES:

General

• Provide exceptional service both internally and externally in a professional and timely manner.
• Answer and appropriately direct high-volume of inbound communication via telephone calls, live chat, and email while providing service excellence during each interaction.
• Continuously evolve knowledge of policies and procedures of Progressive Field and the organization
• Perform necessary fan outreach to solve ongoing customer service issues and follow-ups.
• Responsible for having current game and company information readily available.
• Protect assets through compliance of company standards in-regards to credit cards, tickets, lost and found, etc.
• Assist with miscellaneous ticketing projects, including selling and servicing single game tickets over the phone.
• Maintain and be able to communicate knowledge on Ballpark seating locations and locations of hospitality and services.
• Participation in trainings pertaining to public health and appropriate public health-related protocols
• Assistance in application and enforcement of public health-related requirements, including (but not limited to) requirements pertaining to the wearing of masks and/or social distancing.
• Other duties, as assigned.

Events & Experiences

• Assist the Events and Experiences team with gameday and non-gameday events/ experiences, and Group service gameday outings.
• Communicate game-day information to Group Leaders and Single-game suite customers in a timely and proactive manner.
• Maintain organization service excellence best practices to successfully recommend improvements on client retention, execute all Group Sales collection calls, and collaborate cross-functionally.

ROLE REQUIREMENTS:

• Energized and motivated to service fans utilizing organization's service excellence training.
• Eagerness to communicate both verbally, on the phone as well as in person, and in writing.
• Proficient computer skills and understanding of Microsoft Programs
• Ability to work professionally with the public, in person, and over the phone.
• Ability to work on several tasks simultaneously.
• Good organizational skills..
• Eagerness to train on systems including ticketing software, lost and found software, Ballpark app, and software utilized when entering all information from fan interactions.
• Ability to learn the policies and procedures of Progressive Field and the Cleveland Guardians.
• Ability to providing the Cleveland Guardians organization with exceptional service both internally and externally in a professional and timely manner.
• Ability to work in a fast-paced environment and provide on-the-spot problem solving.
• Proactive communication with our fans and front office.

AVAILABILITY REQUIREMENTS:

• • Flexible schedule to allow for some gameday responsibilities as dictated by workload.

ORGANIZATIONAL REQUIREMENTS:

• Reads, speaks, comprehends, and communicates English effectively in all communications.
• Represents the Cleveland Guardians in a positive fashion to all business partners and the general public.
• Ability to develop and maintain successful working relationships with members of the Front Office.
• Ability to act according to the organizational values and service excellence at all times.
• Demonstrated commitment to working with diverse populations and contributing to an inclusive working environment.
• Ability to walk, sit or stand for an entire shift.
• Ability to work extended days and hours, including holidays and weekends.
• Ability to move throughout all areas and levels of the Ballpark.
• Ability to work in a diverse and changing environment.
• Occasional physical activity such as lifting and carrying boxes up to 15 lbs.

The Cleveland Guardians are committed to developing and maintaining an environment that embraces all forms of diversity to enrich our core values, enhance our competitive position, strengthen our impact within our community, and foster a greater sense of belonging for our employees.

In this spirit, we know studies have shown that people from historically underserved groups - including women and people of color - are less likely to apply for jobs unless they believe they meet every one of the qualifications as described in a job description. We are most interested in finding the best candidate for the job and understand that candidate may bring certain skills and experiences to the role that are not listed above, but that would add tremendous value to our organization. We would encourage you to apply, even if you don’t believe you meet every one of our qualifications described.