Position Profile: Fan Experience Seasonal Representativeย
Department: Fan Experienceย
Reports to: Manager of Fan Experience
Status: Seasonal, Hourly
JOB SUMMARY: Entry-level position responsible for fielding incoming communication for the Fan Experience Department. Seasonal program is 40 hours a week and is slated to run from June 2026 through the end of the 2026-27 football season (subject to change) with the opportunity to potentially funnel into a full-time position.
ESSENTIAL ACCOUNTABILITIES:
- Field and respond to all forms of inbound communication coming into the Fan Experience Department in a consistent and timely manner.
- Provide proactive, world-class service to continually exceed the expectations of Season Ticket Members, guests, and fans.
- Utilize exceptional communication and problem-solving skills to provide appropriate resolution to guest inquiries in a professional manner and follow up as necessary. Use empathy in conversations and handle difficult situations effectively and objectively.
- Foster and maintain positive relationships with Season Ticket Members.
- Log all customer feedback, comments and concerns received via telephone, email, or any other means from STMs and the public to maintain detailed accounts of correspondence.
- Work all Chiefs games and special events.
- Help execute Season Ticket Member events and other stadium events, as assigned.
- Assist with communication on event day, including the text messaging program.
- Disseminate, dispatch, and follow up on reported issues and requests as needed.
- Dispatch and record ADA service requests on event day.
- Communicate with and prepare gameday staff members for all games and special events as assigned.
- Assist with special projects as needed.ย
COMPETENCIES:
- Verbal and Written Communication: Attentive, listens and understands guests needs to effectively communicate and responds to their needs thoroughly and accurately. ย Uses proper grammar and punctuation and is formal in style. ย Displays exceptional attention to detail.
- Work Quality: Takes challenges head on and doesnโt shy away from difficult conversations. ย Excels at tasks and projects in accordance with quality standards and always implements critical thinking.
- Service Mindset: Genuine desire to be helpful. ย Asks important questions, is empathetic, remains objective and ultimately uses resources and acts empowered to deliver a resolution to the best of their ability. ย Anticipates follow up questions and takes initiative to provide guests information.
- Time Management: Task-focused and utilizes time management wisely to accomplish assignments.
- Teamwork and Collaboration: Actively engages colleagues and participates in dialogue. Assists others, welcomes collaboration, and works alongside peers to meet phone call and email benchmarks.
- Relationship Building: Patient, understanding and engages in conversation with guests. ย Participates in proactive outreach and makes relationship building a priority.
- Proactive: Ability to find solutions, is resourceful and acts confidently. ย Eager to learn, take on projects, responsibilities and to be knowledgeable. ย Identifies new opportunities, shares ideas, and researches information to make informed decisions.ย
PHYSICAL REQUIREMENTS:
- Light office duties and activities.ย
MINIMUM QUALIFICATIONS REQUIRED (EDUCATION/EXPERIENCE/KNOWLEDGE/SKILLS):
- Bachelorโs degree
- Excellent computer skills
- Helpful, friendly, and patient attitude
- Strong oral and written communication skills
- Excellent interpersonal skills
- Ability to accurately record information
- Experience with Archtics and/or Microsoft Dynamics a plus
- Experience in customer service a plus