Fan Experience Lead (PT)

The Fan Experience Leadis responsible for supporting and implementing departmental standards across the Fan Experience staff during all events. They will engage directly with fans and collaborate with internal partners at all levels.

What You'll Do:

• Conduct pre-eventFan Experiencestaff briefings to inform staff in a specific deployment area of all pertinent event information. Participate in pre-event briefings with department manager on duty.
• Ensure your specific deployment area is appropriatelystaffed and set up and ready before events begin.
• Respond toescalated guest issues and determineappropriate actions to resolve problems and/or issues ina timely, positive, and friendly manner.
• Oversee all Fan Experience Representatives in your specific deployment area during events.
• Assist with the training and development of Fan Experience Representatives.
• Inform and Escalate staff issues to Fan Experience Event Lead and department manager on duty.
• Communicate with the Fan Experience Event Lead and department manageron dutyabout any employeecheck-in deficiencies and event equipment (Ticket Scanners, Pedestals, Radios, etc.)
• Communicate allemergencies andimportant information to commandwith a radioduring events.(Wet spills, Broken chairs, Medic Requests, Security Requests, Tech Requests, etc.)
• Ensure staff in your deployment areaprovide an elevated level of customer service as described by departmental standards.
• Ensure a safe and secure environment for all guests by understanding and using establishedprocesses and rules.
• Provide on-the-spotcoaching, constructivefeedback and support to address skill gaps to Fan Experience Representatives.
• Act as the primary point of contact in your deployment area for Fan Experience Representatives during all events for real-time troubleshooting, escalation, and communication with leadership.
• Support crowd flow and management to ensure guest safety.
• Support ADA guest requests and needs and other accessibility related service requests with urgency and empathy.
• Assist with the distribution, proper use, and set-up of event equipment (ticket scanners, pedestals, radios, etc.) and report any operational issues.
• Oversee and manage staff deployment, break rotations, and reassignments tomaintain strong coverage in a deployment area.
• Any other duties assigned by Fan Experience Management

Who You Are:

• A minimum of three (3)years’ professional customer service experience.
• Must have a flexibleschedule availability and the ability to work long hours, including overnights, evenings,weekends and holidays as needed.
• Must be able to read and write in English. (Bilingual preferred)
• Must be 18 years of age or older attime of hire.
• Must have reliable transportation for reporting to work.
• Must have excellent communication skills.
• Must be available for a minimum of 70% of scheduled events.
• Consistently adept atmaintaining apositiveopen approachable and professional relationship with a diverse group of people.
• Consistently comfortable with managing conflicts and responding to customer problems with a sense of urgency
• Consistent ability todemonstrate success in managing multiple tasks while under a fast-paced environment.
• Experience motivating and encouraging exceptional performance.
• Ability to holdteam accountable for outcomes and monitor performance.
• Demonstratedexperience coaching, mentoring, and developing staff to perform athigh levels
• Understanding of venue flow, crowd management, and guest service standards within ahigh-capacity arena or similar environment.
• Familiarity with using radios/communication systems and reporting protocols to coordinate staff and emergency responses.
• Comfortable working in a fast-pacedenvironment while managing multiple priorities

Physical Requirements:

• Consistentlybeable to work indoors andoutside in inclement weather and extreme temperatures.
• Frequentlybe comfortable with heights while working on high floors.
• Frequentlybe able to push and pull up to 25 lbs.
• Frequentlybe able tolift up to 25lbs.
• Consistent ability to stand and move throughout venues throughout the duration of the shift
• Frequently bend and kneel.
• Consistent ability to traverse stairs.
• Consistent ability to maneuver restricted spaces such as elevators and exits.