Fan Services Representative Jobs (NOW HIRING)

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: Gameday all-star setting the standard for customer service, embodying a positive attitude, and being a passionate advocate for our fans. Serves as the front line of support and a resource of knowledge to all inquiries regarding the Guardians organization. You will create a superior fan experience by delivering exceptional human interactions and resolving fan pain points through empowered decision making.

RESPONSIBILITIES & DUTIES:

Gameday

• Committed to providing our city, fans and guests with our organizational standard of exceptional service both internally and externally in a professional and timely manner.
• Train to remain thoroughly knowledgeable in the policies and procedures of Progressive Field and the Cleveland Guardians, including, but not limited to the areas of Ticket Sales and Service, Ballpark Operations, game day operations, etc.
• Assigned to staff a rotating variety of game day locations to provide excellent service to fans.
• Responsible for answering incoming telephone calls and providing a high level of Cleveland Guardians customer service.
• Transfer of telephone calls to front office personnel and appropriate departments, as necessary.
• Respond and service fans and fan feedback in a timely manner, through e-mails, surveys and instant message system
• Thoroughly enter all information from fan interactions into our customer management system.
• Place follow-up calls to customers who experienced a customer service issue or needed additional information in a timely manner.
• Work in a dynamic environment where information continuously changes and staff must adapt and effectively communicate with fans.
• Responsible for having current game and company information readily available.
• Responsible for all lost and found items including organizing, properly logging, and coordinating pick-up.
• Protect assets through compliance of company standards regarding credit cards, tickets, lost and found, etc.

Other

• Assisting team with Guardians’ fan mail by opening, documenting, responding to, and/or distributing to the appropriate department, as needed.
• Send out information, including pocket schedules, fan packs, ticket information, etc., as needed.
• Support miscellaneous ticketing projects, including selling single game tickets over the phone.
• Aid other departments with mailing, projects and or events as needed including, but not limited to Guardians Kids Club, and other gameday and non-gameday events hosted at Progressive Field.
• Season Ticket Member events, Community Impact, Single Flash Sales, etc.
• Support CPPH department with game day responsibilities, including sponsor activations and other items.
• Opportunity to access to internal resources with expertise in: resume writing, interviewing skills, professional business communications as well as attend professional workshops and luncheons with leaders in the organization
• Other duties, as assigned.

ROLE REQUIREMENTS:

• Desire to delivering top-notch internal and external customer service through training in the Guardians Way to Service Excellence
• Proficient in effective communication via phone, in-person, and in writing
• Capability to work in a fast-paced environment and provide on-the-spot problem solving
• Represents the Cleveland Guardians professionally with a focus on our city, fans, and guests
• Adaptable multitasker with strong organizational skills
• Basic understanding of personal computers (Word, Excel, Internet, etc.)
• 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 and understand the Cleveland Guardians vision, policies and procedures.
• Willingness to learn and apply the policies and procedures of Progressive Field and the Cleveland Guardians, including, but not limited to the areas of Ticket Sales and Service, Ballpark Operations Game Day Operations, etc.
• Must be at least 16 years old

DEPARTMENT 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.
• Previous experience in customer service preferred
• Previous experience working on computers and on phones preferred
• Basic understanding of personal computers (Word, Excel, Internet, etc.).
• Eagerness to train on systems including ticketing software, lost and found software, Ballpark App, and software utilized when entering all information from fan interactions.

AVAILABILITY REQUIREMENTS:

• Must be available to work 80% of home games at Progressive Field
• Availability to work home games and other events held at Progressive Field
• Availability to attend all trainings, work Opening Day, Holidays, Postseason Yankees and other marquee summer series, Special Events Season Ticket Member Event.
• Lengths of shifts may change due to varying business needs (changes in game times, postponed events, etc.)
• Expected to work at a computer and/or servicing fans as assigned, for the length of your shift

ORGANIZATIONAL REQUIREMENTS:

• Demonstrates the ability to read, speak, comprehend, and communicate effectively in order to perform job duties and interact with coworkers. 
• Represents the Cleveland Guardians in a positive fashion to all business partners, teammates, and the general public. 
• Ability to build robust, professional relationships with teammates by demonstrating interpersonal skills, approachability, and a collaborative spirit contributing to a positive, respectful work environment. 
• Ability to perform the essential physical requirements of the role as outlined in the job description, which may include extended periods of sitting, standing, lifting, or navigating a multilevel ballpark. 
• Adapts quickly and effectively to a fast-paced, dynamic, and diverse work environment. 
• Ability to act according to the organizational values and service excellence at all times. 
• Willingness to work extended days and hours, including holidays and weekends. 
• Willingness to adhere to all Major League Baseball and Club policies. 

As a proud pillar of the Cleveland community, the Cleveland Guardians are dedicated to building a team that embodies the heart and spirit of our city. We offer compensation and benefits that attract, engage, and retain top talent - individuals who share our commitment to excellence, teamwork, and making an impact both on and off the field.

The expected hourly rate for this position is $14.30 This rate serves as a general guideline; actual compensation will be determined based on a candidate’s skills, experience, and qualifications, as well as market and business considerations.

At the Cleveland Guardians, we are all about creating an environment that brings out the best in everyone. It is a big part of who we are, how we compete, and how we make an impact in our community. We want every employee to feel like they truly belong here.  

We also know that people sometimes hesitate to apply for jobs unless they check every single box on the qualifications list. We’re looking for the best person for the job, and we know that you might bring skills and experiences that aren’t exactly listed but could be a huge asset to our team. So, if this role excites you, we encourage you to apply, even if you don’t meet every single qualification.